All features of the Helpdesk In-depth report are available from Blossom onwards, except for:
|Filters for agents and customers
|Ticket drill-down (see the view ticket section)
The Average 1st response time section in the Helpdesk In-depth report shows the average time taken by the agent to send the first response to a ticket. Only the tickets whose first response was sent during the selected time period will be taken into account. They may have been created anytime (inside and outside the selected time period).
Average 1st response time = Total time taken to send the first response during the selected time period divided by the number of tickets whose first responses were sent in the selected time period.
Note:For outbound emails, the first response time is considered only if the customer responds to the initial email. The agent's first response will be the reply made to the customer's response to the initial email. The Average first response time will be calculated based on this
On the left panel, you can see the average first response time of the tickets in the selected time period and a small indication of increase or decrease in percentage. This percentage is calculated in comparison with the previous timeframe. For example, if the selected time period is a month, then the percentage will be calculated in comparison with the previous month. The red/green arrow indicates if it's an increase or decrease.
You can see the time split with respect to the ticket properties like Source, Status, Priority etc, by clicking on the Average 1st response time.
You will be able to deep-dive into one particular property value by clicking on the corresponding bar. It will bring up a list of tickets that currently have that value. For example, if you click on the Email bar in Avg 1st response time split by source, you will be able to see all the tickets created via email whose first response was sent during the selected time period. This way, if you see an abnormal value for a metric, you can quickly find out what is causing it and take necessary actions.
The Helpdesk In-depth report can be filtered based on all the ticket properties including Agent, Group, and Customer. Using filters, you can see which agent or group is more efficient when it comes to first responses.
Note:When you filter the report based on Agent/Group, the tickets are displayed based on who sent the response rather than who the ticket is assigned to.
This also lets you mix and match different properties and metrics. For example, you can see how many high priority tickets created during the selected period still have 'Open' status. Or which 'Type' of tickets were created through the Social channels during the selected period.
Avg 1st response time split by Source
This graph shows the average first response time during the selected period for each source. You can make sure that the time sensitive channels like Facebook and Chat have a very low average first response time. You can also single out channels whose average first response time is greater than the first response SLA and use filters to find out which Agent/Group is taking too much time to respond.
Avg 1st response time split by Priority
This graph shows the average first response time during the selected period for each priority. You will be able to see if the 'Urgent' and 'High' priority tickets are responded to immediately.
Avg 1st response time split by Type
This gives you the average first response time during the selected period for each type. The avg 1st response time for custom types will also be shown. You can find out which type of tickets has the highest avg 1st response time and help out your agents by providing first response templates for those type of tickets.
Avg 1st response time split by Custom Property
This gives you the average first response time during the selected period for each value of your custom property. If you have multiple custom properties, you can choose any of them from the drop-down and see the avg first response time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.