Explore recipe: Getting resolution times (first reply, first resolution, and full resolution) based on tags

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Suite

Professional, Enterprise, or Enterprise Plus

Support with

Explore Professional or Enterprise

This recipe enables you to report on the first reply time (or other resolution time metrics) grouped by specific ticket tags.

This article contains the following topics:

• What you'll need
• Creating the report
• Enhancing your report 

What you'll need

Skill level: Intermediate

Time required: 15 mins

• Zendesk Explore Professional or Enterprise
• Editor or Admin permissions (see Giving agents access to Explore)
• Ticket data in Zendesk Support

Creating the report

1. In Explore, click the reports () icon.
2. In the Reports library, click New report.
3. On the Select a dataset page, click Support > Support - Tickets, then click Start report. The report builder opens.
4. In the Metrics panel, click Add.
5. From the list of metrics, choose Duration between events - Calendar hours (min) > First reply time (min), then click Apply 
6. In the Metrics panel, click the First reply time (min) metric you just added and select an aggregator (AVG, SUM, etc.) for the calculation you want.
7. In the Rows panel, click Add.
8. From the list of attributes, choose Ticket > Ticket Tags, then click Apply.
9. The current report setup will look like this:

The report is now complete. See the screenshot below for an example of the finished result with a list of ticket tags and their associated first reply time.

Enhancing your report 

As you learned, the First reply time metric can be swapped to accommodate any other resolution time metrics (for example, First resolution time or Full resolution time). You can also use different graphs or charts to help visualize the data. See below for examples on how to change the visualization for the results.

Column Graph

1. From the visualization type () menu, choose the Column chart type.
2. In the report row selector, click Ticket Tags to display all brackets on the column graph, or click a specific tag name to only display data for that ticket tag.

Pie Chart

1. From the visualization type () menu, choose the Pie chart type.
2. Move theTicket Tags attribute from the Rows panel to the Columns panel.

The results will now be display as a pie chart. By default, the pie chart will display the data (FRT values) as well as their respective percentages.