Do you have a recommendation on using Agent Work Time vs. User Wait Time vs. Full Resolution Time? We have always used Agent Work Time in order to get our agents to use ticket statuses so our pending/on-hold automations run.
This might hurt a bit but it's all coming from a good place: wanting what's best for your/our customers. The ticket statuses always pause and/or resume the SLAs whatever you use: agent work time or user wait time etc. I feel you need a bit of training on what the SLAs track and how they work. I'd keep it simple in the beginning: first reply time & resolution time. These are the ones that really count anyway for how you make customers feel. Think about it from a customer's perspective: you're acknowledged for your problem and then someone fixes it for you faster than they said they would. Does it matter that you answered the customer every hour (potentially frustrating them)? Or does it matter that you solved their request as fast as you could within the time you said you would fix it? People don't want to see you work hard(&inefficient), they want to get whatever they have fixed.
The reply times, resolution times etc are default Zendesk. The times i put in there are my tests. Hope this answers your question. Not sure if I understood correctly.
Thanks for this, Dominic. Your videos are really helpful and transparent.
Do you have a recommendation on using Agent Work Time vs. User Wait Time vs. Full Resolution Time? We have always used Agent Work Time in order to get our agents to use ticket statuses so our pending/on-hold automations run.
This might hurt a bit but it's all coming from a good place: wanting what's best for your/our customers.
The ticket statuses always pause and/or resume the SLAs whatever you use: agent work time or user wait time etc.
I feel you need a bit of training on what the SLAs track and how they work.
I'd keep it simple in the beginning: first reply time & resolution time. These are the ones that really count anyway for how you make customers feel.
Think about it from a customer's perspective: you're acknowledged for your problem and then someone fixes it for you faster than they said they would.
Does it matter that you answered the customer every hour (potentially frustrating them)?
Or does it matter that you solved their request as fast as you could within the time you said you would fix it?
People don't want to see you work hard(&inefficient), they want to get whatever they have fixed.
Hi Dominic, is this demo SLA metric autogenerated? sorry for misunderstood
The reply times, resolution times etc are default Zendesk.
The times i put in there are my tests.
Hope this answers your question. Not sure if I understood correctly.
@@dominiccx thanks