First Assigned Time represents the average amount of time it takes for a ticket to be assigned to a group or agent after its initial creation.
Formula: Time of Ticket Assignment to a Group or Agent - Ticket Creation Time
= First Assigned Time
- A ticket is created by an end user in Zendesk Support
- The ticket is assigned to a Group or Agent
The time between those two actions represents the First Assigned Time for a ticket
Common uses of First Assigned Time
First Assigned Time is commonly used as a diagnostic metric to understand the average amount of time it takes for tickets be initially assigned. For example, if you are not meeting your SLA for Complete Resolution Time it may be helpful to understand how long the initial assignment takes. After drilling down on this you could discover the majority of the SLA time is actually spent waiting on the ticket to be assigned as opposed to actively working on it.
Downfalls of First Assigned Time
First Assigned Time is not designed to be used as a standalone metric but rather it is a diagnostic metric that should be used alongside other metrics.