技术水平:Intermediate

Time required:15 minutes

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

To create the report

1. In Explore, click the reports () icon.
2. In the Reports library, clickNew report.
3. On theSelect a datasetpage, clickSupport>Support -Tickets,然后单击Start report.
4. In the Calculations menu (), clickStandard calculated metric.
5. In theNamefield, give your metric a name likeResolution time without pending or on-hold.
6. In theFormulafield, enter or paste the following formula:

   VALUE(Full resolution time (min))
   -VALUE(Agent wait time (min))
   -VALUE(On-hold time (min))

   你的报告将看起来李ke the following screenshot:

   

   Tip:If you're working in a language other than English,read this articleto help you enter Explore formulas in your language.
7. When you are finished, clickSave.
8. In theMetricspanel of the report builder, clickAdd.
9. From the list of metrics, chooseCalculated metrics>Resolution time without pending or on-hold, (the metric you just created), then clickApply.
10. Now, you need to change the metrics aggregator toAVGto show average values. In theMetricspanel, click the metric you just added.
11. On the metrics page, clickAVG,然后单击Apply.
    Tip:Instead of using the AVG aggregator consider using MED for the median value instead. When you take the average, any very large or small values (known as "outliers") can skew the results. In these cases, MED can give a more accurate result.
12. Explore now displays the average full ticket resolution time in minutes excluding time spent in the pending or on-hold status.