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My team has a bit of confusion between two different Metrics that were setup to show “Average First Response Time”. Within the setup for “Date Range Dimension” on the Widgets, what is the difference between - Date Range Dimension is Created date AND Date Range Dimension is First Response Date?

Both have everything else setup exactly the same but give vastly different results. Any help with understanding the difference would be greatly appreciated. Is it data gathered after the Created Date until first response date/time and data gathered after the First Response date until the next response date/time?
 

 

 

@wade.white The date range dimension that you select for the metric (for example, Created Date for First Response Time in Bhrs or First Response Date for First Response Time in Bhrs) is used to apply the report filter which is created by default. Please see the screenshot below.

The default filter applied at the report level is ‘Date Range in the last 90 Days’. This means that:

  • If Created Date is selected as the date range dimension for your metric, you’ll see only those tickets that were created in the last 90 days.
  • If First Response Date is selected as the date range dimension, you’ll see only those tickets that were first responded to in the last 90 days.

I believe you are using Freshservice. This question is posted in the Freshdesk community. You can post your questions on the Freshservice community portal.

Hey @Amrit Mishra - thanks for letting me know. I’ve moved it to Freshservice now. 

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