Loading content/handbook/security/customer-support-operations/docs/zendesk/metrics-definitions.md 0 → 100644 +72 −0 Original line number Diff line number Diff line --- title: Metrics definitions description: Operations documentation page for Zendesk metrics definitions canonical_path: "/handbook/security/customer-support-operations/docs/zendesk/metrics-defintions" --- {{% alert title="Note" color="primary" %}} These are how Zendesk itself defines various metrics, not how GitLab does. GitLab might define them differently. {{% /alert %}} ## FRT This is the time a ticket spent from creation until it received its first public reply from an agent. ## NRT This is the time a ticket spent from a public reply from an end-user until it received a public reply from an agent. ## Requester wait time This is the total time a ticket spent in the following statues: - New - Open - On-hold ## Agent work time This is the total time a ticket spent in the following statues: - New - Open ## Agent wait time This is the total time a ticket spent in the following statues: - Pending ## On-hold time This is the total time a ticket spent in the following statues: - On-hold ## Total resolution time This is the total time a ticket spent in the following statues: - New - Open - Pending - On-hold ## Periodic update This is the time a ticket spends between public agent replies. ## Pausable update This is the time a ticket spends between public agent replies while in the following statuses: - New - Open - On-hold ## Futher reading - [Understanding which SLA metrics you can measure](https://support.zendesk.com/hc/en-us/articles/4408829459866-Defining-SLA-policies) - [About native Support time duration metrics](https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics) Loading
content/handbook/security/customer-support-operations/docs/zendesk/metrics-definitions.md 0 → 100644 +72 −0 Original line number Diff line number Diff line --- title: Metrics definitions description: Operations documentation page for Zendesk metrics definitions canonical_path: "/handbook/security/customer-support-operations/docs/zendesk/metrics-defintions" --- {{% alert title="Note" color="primary" %}} These are how Zendesk itself defines various metrics, not how GitLab does. GitLab might define them differently. {{% /alert %}} ## FRT This is the time a ticket spent from creation until it received its first public reply from an agent. ## NRT This is the time a ticket spent from a public reply from an end-user until it received a public reply from an agent. ## Requester wait time This is the total time a ticket spent in the following statues: - New - Open - On-hold ## Agent work time This is the total time a ticket spent in the following statues: - New - Open ## Agent wait time This is the total time a ticket spent in the following statues: - Pending ## On-hold time This is the total time a ticket spent in the following statues: - On-hold ## Total resolution time This is the total time a ticket spent in the following statues: - New - Open - Pending - On-hold ## Periodic update This is the time a ticket spends between public agent replies. ## Pausable update This is the time a ticket spends between public agent replies while in the following statuses: - New - Open - On-hold ## Futher reading - [Understanding which SLA metrics you can measure](https://support.zendesk.com/hc/en-us/articles/4408829459866-Defining-SLA-policies) - [About native Support time duration metrics](https://support.zendesk.com/hc/en-us/articles/4408834848154-About-native-Support-time-duration-metrics)
