We’re excited to announce the release of four new metrics in our reporting suite designed to provide deeper insights into agent response times. These metrics focus on comment-based replies (email exchanges between end users and agents) and can be found in the Quick Stats section of the reporting widget lightbox. Here’s a breakdown of the new metrics:

1. Avg Agent Comment Reply Time (Least Forgiving): This metric provides the average time it takes for an agent to reply to all end-user comments across multiple tickets. It’s the most sensitive to variations, as it factors in every reply, including outliers.
2. Median Avg Comment Reply Time (More Forgiving): This measures the median of average reply times across tickets, helping you understand the typical experience without being overly skewed by outliers.
   
   These next two median metrics are not backfilled. They will start populating from the time of this announcement forward. 
3. Avg Median Comment Reply Time (More Forgiving): This metric averages the median reply times for each ticket, giving a balanced view of performance across all replies while filtering out extreme cases.
4. Median Median Comment Reply Time (Most Forgiving): The most conservative metric, this captures the median of medians, removing outliers on each ticket before calculating the final value. It’s ideal for a bird’s-eye view of response consistency.

Important Note: These metrics only consider comment-based replies (email exchanges) and do not factor in Zendesk Messaging interactions.

With these new metrics, you can fine-tune your analysis and get a more nuanced understanding of your team’s email response times.