We’re pleased to announce the introduction of five new agent performance metrics in the configurable agent table, designed to provide deeper insights by removing outliers and offering a fairer representation of agent response times. These new metrics complement the existing ones—average messaging reply time, average comment reply time, and average comment first touch time after assignment—giving you more control and flexibility in how you assess performance.

* Zendesk Messaging Median Agent Reply Time By Agent and Zendesk Comments Median Reply Time By Agent are not backfilled and will populate from the time of this announcement forward.

Here are the new metrics:

1. Zendesk Messaging Median Avg Agent Reply Time By Agent: Each messaging chat has an average agent reply time. This metric calculates the median of those average reply times across all chats included in the query, providing a balanced view by minimizing the impact of outliers.
2. Zendesk Messaging Median Agent Reply Time By Agent: This metric captures the median reply time on each chat and then calculates the median of those medians, offering a refined perspective on agent performance across multiple messaging chats.
3. Zendesk Comments Median Avg Reply Time By Agent: For email-based ticket replies, this metric calculates the median of the average reply times across all ticket assignments for an agent, giving a more typical representation of their performance.
4. Zendesk Comments Median Reply Time By Agent: This metric takes the median reply time on each ticket for an agent and then calculates the median of those medians. It’s a powerful way to measure consistent performance by filtering out extreme cases.
5. Zendesk Comments Median First Touch Time After Assignment By Agent: This metric measures the time it takes for an agent to send their first email after being assigned a ticket. It calculates the median of all first touch times, helping you evaluate how quickly agents respond after being assigned new work.

These new metrics give you more options to assess performance, especially when you want to account for outliers and get a clearer, fairer view of how your agents are performing across messaging and email interactions.