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The 'Average response time' widgets in the Helpdesk Performance report shows 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. Only the tickets whose responses were sent during the selected time period will be taken into account. They may have been created anytime (inside and outside the selected time period).

Average response time = Total time taken to respond during the selected time period divided by the number of responses in the selected time period.

Response time is calculated for every agent response rather than for every ticket. 

Ticket filters

The Helpdesk Performance report can be filtered based on all the ticket properties, default and custom, including Tags. Using filters, you can see which agent or group is more efficient when it comes to first responses.

Note: When you filter the report based on Agent/Group, the tickets are displayed based on who sent the response rather than who the ticket is assigned to.

This also lets you mix and match different properties and metrics. For example, you can see which type of tickets have the highest response time and who handles those tickets. Or you can check if all responses in urgent priority tickets have been quick.

Average response time split by Source

This widget shows the average response time during the selected period for tickets from each source. You can make sure that the time-sensitive channels like Facebook, and chat have a very low average response time. You can filter out tickets from sources with maximum average response time and find out why.

Average response time split by Priority

This widget shows the average response time during the selected period for each priority. The average time to respond should be decreasing as the priority increases.

Average response time split by Type

This widget gives you the average response time during the selected period for each type. To reduce customer frustration, you can pick out the type of tickets that will have higher frustration levels and make sure that their average response times remain low.

Average response time split by Custom Property (Estate +)

This widget gives you the average response time during the selected period for each value of your custom property. If you have multiple custom properties, you can choose any of them from the dropdown and see the average response time of each property value. Please note that custom text fields will not be available in the dropdown for the selection.