Find the Reaction Time of Your Helpdesk Agents
Get an overview of the average time until an initial response has been sent per month. Keeping track of the performance of your agents is obviously important to keep service quality up to standard. The average time until an initial response has been sent plays a big part in user experience. Manage how long an initial response takes on average with this built-in report and make sure that users do not wait too long before they get an initial response.
Click to Open - Average Time Until Initial Ticket Response, by Month Query
Select Top 1000000 DatePart(yyyy, htblticket.date) As Year, DatePart(mm, htblticket.date) As Month, Convert(Decimal(10,4),Avg(Cast(DateDiff(ss, htblticket.date, InitialResponseDate.FirstPublicReply) As decimal) / 86400)) As AverageDays From htblticket Inner Join (Select Top 1000000 htblnotes.ticketid, Min(htblnotes.date) As FirstPublicReply From htblnotes Inner Join htblagents On htblagents.userid = htblnotes.userid Where htblnotes.notetype = 1 Group By htblnotes.ticketid) As InitialResponseDate On InitialResponseDate.ticketid = htblticket.ticketid Where htblticket.spam <> 'True' Group By DatePart(yyyy, htblticket.date), DatePart(mm, htblticket.date) Order By Year Desc, Month Desc