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Please add metric in Analytics "Next response within SLA"

  • 12 July 2021
  • 3 replies
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In Analytics, we have  the metric “first response within SLA”, however we don’t have for Next Response.

Next Response Compliant, includes both (within SLA and violated)

Ideally, we would need a “Next Response within SLA”

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Best answer by Keer 13 July 2021, 03:12

Hi @maykeloenning, I hope you are doing well. Currently, next response time is calculated based on each agent response rather than for every ticket. That’s why you’d see the average time taken by the agent to respond to a ticket and the time split with respect to the ticket properties like Source, Status, Priority, etc., in the helpdesk performance report

On the same note, our analytics team has already taken this up as an enhancement. Let us know if you have any further queries on the same. Have a good day!

 

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Userlevel 4
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Hi @maykeloenning, I hope you are doing well. Currently, next response time is calculated based on each agent response rather than for every ticket. That’s why you’d see the average time taken by the agent to respond to a ticket and the time split with respect to the ticket properties like Source, Status, Priority, etc., in the helpdesk performance report

On the same note, our analytics team has already taken this up as an enhancement. Let us know if you have any further queries on the same. Have a good day!

 

Hello Keer, 

I’m aware the next response is based on each agent response.

I’m not looking on time metric
I’m looking on “Next response compliant” which includes violated next response.
“First response within SLA” doesn’t include Violated first response, so we would like to get the same for “Next response”

Thanks,

Maykel

Userlevel 4
Badge +2

Hi @maykeloenning, we do understand that you are pointing the Next response compliant metric. It’s an interesting ask and we’ll check with our product team to see if we can add this as an enhancement as well.  

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