Metrics and attributes for Zendesk messaging

<body>
<p id="docs-hc-snippet" style="display: none;">Use this article to discover the metrics and attributes you can use to build Explore reports based on your usage of Zendesk messaging. These datasets are also used for the messaging prebuilt dashboard (seeOverview of the Zendesk Messaging dashboard).</p>
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<p class="p">Use this article to discover the metrics and attributes you can use to build Explore
reports based on your usage of Zendesk messaging. These datasets are also used for the
messaging prebuilt dashboard (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4724611131418" target="_blank">Overview of the Zendesk Messaging dashboard</a>).</p>
<p class="p">For more information about how to create reports with Explore, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821589530-Creating-queries" target="_blank">Creating reports</a>.</p>
<div class="p">
<div class="note tip" id="metrics_attributes_messaging__note_bpc_b3b_y5b">
<span class="tiptitle">Tip:</span> On the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846513050-Working-with-datasets#topic_ig1_whf_5y" target="_blank">dataset selection page</a>, the messaging
dataset is grouped with the live chat datasets. For more information on the live
chat datasets, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149177242" target="_blank">Metrics and attributes for live chat</a>.</div>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tjl_whb_y5b">
<h2 class="title topictitle2" id="ariaid-title2">Messaging tickets dataset</h2>
<div class="body">
<p class="p" dir="ltr">The Messaging tickets dataset contains metrics and attributes that relate
to all messaging channels, including web, mobile, and social messaging channels. </p>
<div class="p" dir="ltr">
<div class="note note" id="topic_tjl_whb_y5b__note_ujl_whb_y5b">
<span class="notetitle">Note:</span> Data is available from September 20, 2022 and
after.</div>
</div>
<p class="p" dir="ltr">This section lists all the available elements for the dataset. It contains
the following topics:</p>
<ul class="ul" id="topic_tjl_whb_y5b__ul_vjl_whb_y5b">
<li class="li"><a class="xref" href="#topic_wjl_whb_y5b">Messaging tickets metrics</a></li>
<li class="li"><a class="xref" href="#topic_yjl_whb_y5b">Messaging tickets attributes</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_wjl_whb_y5b">
<h3 class="title topictitle3" id="ariaid-title3">Messaging tickets metrics</h3>
<div class="body">
<div class="p">
<div class="div">
<p class="p" dir="ltr">This section lists and defines all the Messaging tickets
metrics available.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> These metrics will not be computed for any ticket after the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042" target="_blank">messaging session has
ended</a>.</div>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wjl_whb_y5b__table_xjl_whb_y5b" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Metric</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Calculation</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Messaging tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The total number of tickets created
from messaging channels.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">[Ticket ID]</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Solved messaging tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of solved or closed
messaging tickets.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([Ticket status - Unsorted] =
"Solved" OR [Ticket status - Unsorted] = "Closed")
THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">One-touch messaging tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of messaging tickets that
were solved in the first interaction, indicated by
transitioning from Open to Solved, without going
through Pending and On-hold.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF ([Ticket status - Unsorted] =
"Solved" OR [Ticket status - Unsorted] = "Closed")
AND VALUE(Agent replies) &gt; 0 AND NOT([Wait status
changed]) AND [Reopens] = 0 THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% One-touch messaging tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The percentage of messaging tickets
that were solved in the first interaction, indicated
by transitioning from Open to Solved, without going
through Pending and On-hold.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(One-touch messaging tickets) /
COUNT(Solved messaging tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unsolved messaging tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of unsolved messaging
tickets. This includes tickets in every status,
except Solved and Closed.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket status - Unsorted] !=
"Solved" AND [Ticket status - Unsorted] != "Closed"
THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unassigned unsolved messaging
tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of unsolved messaging
tickets currently not assigned.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket status - Unsorted] !=
"Solved" AND [Ticket status - Unsorted] != "Closed"
AND [Assignee ID] = NULL THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assigned unsolved messaging
tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of unsolved messaging
tickets that are assigned. This includes tickets in
every status except Solved and Closed.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket status - Unsorted] !=
"Solved" AND [Ticket status - Unsorted] != "Closed"
AND [Assignee ID] != NULL THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unreplied unsolved messaging
tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of unsolved messaging
tickets that currently have no agent
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket status - Unsorted] !=
"Solved" AND [Ticket status - Unsorted] != "Closed"
AND VALUE(Agent replies) = 0 THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent messages</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of messages sent by an
agent.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent replies</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of replies to the messaging
ticket by an agent. Replies are messages sent by the
agent in response to an end-user message.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester messages</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of messages sent by the
requester.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester replies</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of replies sent by the
requester. Replies are messages sent by the end user
in response to an agent message.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Good satisfaction tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of messaging tickets with a
good satisfaction rating.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket satisfaction rating] =
"Good" THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Bad satisfaction tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of messaging tickets with a
bad satisfaction rating.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket satisfaction rating] = "Bad"
THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Rated satisfaction tickets</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Messaging tickets that were rated
either bad or good by the requester.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket satisfaction rating] =
"Good" OR [Ticket satisfaction rating] = "Bad" THEN
[Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Satisfaction score</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The percentage of satisfaction surveys
rated good.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">COUNT(Good satisfaction tickets) /
COUNT(Rated satisfaction tickets)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time (sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in seconds between when
the messaging ticket was created and the first agent
reply on the ticket.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes between when
the messaging ticket was created and the first agent
reply on the ticket.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in hours between when the
messaging ticket was created and the first agent
reply on the ticket.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in days between when the
messaging ticket was created and the first agent
reply on the ticket.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time - Business hours (sec) </td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in seconds between when the
messaging ticket was created and the first agent
reply on the ticket, excluding out-of-business
hours. </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time - Business hours
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in minutes between when the
messaging ticket was created and the first agent
reply on the ticket, excluding out-of-business
hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time - Business hours
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time - Business hours
(hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours between when the
messaging ticket was created and the first agent
reply on the ticket, excluding out-of-business
hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time - Business hours
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time - Business hours
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in hours between when the
messaging ticket was created and the first agent
reply on the ticket, excluding out-of-business
hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First reply time - Business hours
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time (sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in seconds from the end user
sending a message and the agent’s response.<p class="p">When
the Ticket ID attribute is added to the Rows
column in a report, changes to this metric's
aggregator do not affect the displayed
value.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in minutes from the end user
sending a message and the agent’s response.<p class="p">When
the Ticket ID attribute is added to the Rows
column in a report, changes to this metric's
aggregator do not affect the displayed
value.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours from the end user
sending a message and the agent’s response<p class="p">When
the Ticket ID attribute is added to the Rows
column in a report, changes to this metric's
aggregator do not affect the displayed
value.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in days from the end user
sending a message and the agent’s response.<p class="p">When
the Ticket ID attribute is added to the Rows
column in a report, changes to this metric's
aggregator do not affect the displayed
value.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time - Business hours
(sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in seconds from the end user
sending a message and the agent’s response,
excluding out-of-business hours. It measures how
long requesters were waiting for agents'
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time - Business hours
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in minutes from the end user
sending a message and the agent’s response,
excluding out-of-business hours. It measures how
long requesters were waiting for agents'
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time - Business
hours (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time - Business hours
(hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours from the end user
sending a message and the agent’s response,
excluding out-of-business hours. It measures how
long requesters were waiting for agents'
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time - Business
hours (sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time - Business hours
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours from the end user
sending a message and the agent’s response,
excluding out-of-business hours. It measures how
long requesters were waiting for agents'
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time - Business
hours (sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time average
(sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in seconds from the
end user sending a message and agent’s
response.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time (sec)) /
VALUE(Agent replies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time average
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in minutes from the
end user sending a message and the agent’s
response.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time average
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time average
(hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in hours from the end
user sending a message and the agent’s
response.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time average
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time average
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in days from the end
user sending a message and the agent’s
response.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time average
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time average - Business
hours (sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in seconds from the
end user sending a message and agent’s response,
excluding out-of-business hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time - Business
hours (sec)) / VALUE(Agent replies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time average - Business
hours (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in minutes from the
end user sending a message and the agent’s response,
excluding out-of-business hours. </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time average -
Business hours (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time average - Business
hours (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in hours from the end
user sending a message and the agent’s response,
excluding out-of-business hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time average -
Business hours (sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time average - Business
hours (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in hours from the end
user sending a message and the agent’s response,
excluding out-of-business hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Requester wait time average -
Business hours (sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time (sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in seconds from the agent
sending a message and the end user’s response. It
measures how long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in minutes from the agent
sending a message and the end user’s response. It
measures how long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours from the agent
sending a message and the end user’s response. It
measures how long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in days from the agent sending
a message and the end user’s response. It measures
how long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time - Business hours
(sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in seconds from the agent
sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time - Business hours
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in minutes from the agent
sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time - Business hours
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Agent wait time - Business hours (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in hours from the agent sending a
message and the end user’s response, excluding
out-of-business hours. It measures how long agents
were waiting for end user replies.</td>
<td class="entry cell-norowborder" style="vertical-align:top;">VALUE(Agent wait time - Business hours
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time - Business hours
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours from the agent
sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time - Business hours
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time average (sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in seconds from the
agent sending a message and the end user’s response.
It measures how long agents were waiting for end
user replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time (sec)) /
VALUE(Requester replies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time average (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in minutes from the
agent sending a message and the end user’s response.
It measures how long agents were waiting for end
user replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time average
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time average (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in hours from the
agent sending a message and the end user’s response.
It measures how long agents were waiting for end
user replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time average
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time average (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in days from the agent
sending a message and the end user’s response. It
measures how long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time average
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time average - Business
hours (sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in seconds from the
agent sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time - Business hours
(sec)) / VALUE(Requester replies)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time average - Business
hours (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in minutes from the
agent sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time average -
Business hours (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time average (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in hours from the
agent sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time average -
Business hours (sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Agent wait time average - Business
hours (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The average time in days from the agent
sending a message and the end user’s response,
excluding out-of-business hours. It measures how
long agents were waiting for end user
replies.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Agent wait time average -
Business hours (sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment to first reply (sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in seconds from last
assignment to the first agent reply.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment to first reply (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in minutes from the last
assignment to the first agent reply.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Assignment to first reply
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment to first reply (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours from the last
assignment to the first agent reply.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Assignment to first reply
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment to first reply
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in days from the last
assignment to the first agent reply.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Assignment to first reply
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment to first reply - Business
hours (sec)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in seconds from last
assignment to the first agent reply, excluding
out-of-business hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment to first reply - Business
hours (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in minutes from the last
assignment to the first agent reply, excludes
out-of-business hours. </td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Assignment to first reply -
Business hours (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment to first reply (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in hours from the last
assignment to the first agent reply, excluding
out-of-business hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Assignment to first reply -
Business hours (sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignment to first reply - Business
hours (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The time in days from the last
assignment to the first agent reply, excluding
out-of-business hours.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Assignment to first reply -
Business hours (sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First resolution time - Messaging
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The number of minutes between when the
messaging ticket was created and when it was first
resolved.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL THEN VALUE(First
resolution time (min)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">First resolution time - Business hours
(min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The number of minutes between when the messaging
ticket was created and when it was first resolved,
excluding out-of-business hours.</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Full resolution time - Messaging
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes from when the
messaging ticket was created to its latest
resolution.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL THEN VALUE(Full
resolution time (min)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Full resolution time - Business hours
(min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The duration in minutes from when the messaging
ticket was created to its latest resolution,
excluding out-of-business hours.</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unsolved tickets age (min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes between when an
unsolved messaging ticket was created and
now.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
created - Timestamp], "nb_of_minutes") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unsolved tickets age (hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in hours between when an
unsolved messaging ticket was created and
now.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
created - Timestamp], "nb_of_hours") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unsolved tickets age (days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in days between when an
unsolved messaging ticket was created and
now.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
created - Timestamp], "nb_of_days") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unsolved tickets time since update
(min)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in minutes between an
unsolved messaging ticket’s last update and
now.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
updated - Timestamp], "nb_of_minutes") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unsolved tickets time since update
(hrs)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in hours between an
unsolved messaging ticket’s last update and
now.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
updated - Timestamp], "nb_of_hours") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Unsolved tickets time since update
(days)</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">The duration in days between an
unsolved messaging ticket’s last update and
now.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL AND [Ticket
status - Unsorted] != "Solved" AND [Ticket status -
Unsorted] != "Closed" THEN DATE_DIFF(NOW(), [Ticket
updated - Timestamp], "nb_of_days") ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reassigned messaging tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of messaging tickets that
have been assigned to more than one agent.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(Assignee stations) &gt; 1 THEN
[Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reopened messaging tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of messaging tickets that
were reopened after being solved.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Reopens] &gt; 0 THEN [Ticket ID]
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Messaging tickets created outside of
business hours</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of messaging tickets created
outside of the schedule assigned at the time of
ticket creation.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Created outside business hours]
THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">New messaging tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of messaging tickets that
are currently in the New status.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket status - Unsorted] = "New"
THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Open messaging tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of messaging tickets that
are currently in the Open status.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket status - Unsorted] = "Open"
THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Pending messaging tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of messaging tickets that
are currently in the Pending status.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket status - Unsorted] =
"Pending" THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">On-hold messaging tickets</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of messaging tickets that
are currently in the On-hold status.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket status - Unsorted] = "Hold"
THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment time (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in seconds between when a
messaging ticket was created and the first time it
was assigned to an agent.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL THEN
DATE_DIFF([Ticket first assigned - Timestamp],
[Ticket created - Timestamp], "nb_of_seconds")
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment time (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in minutes between when a
messaging ticket was created and the first time it
was assigned to an agent.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL THEN
DATE_DIFF([Ticket first assigned - Timestamp],
[Ticket created - Timestamp], "nb_of_minutes")
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment time (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in hours between when a
messaging ticket was created and the first time it
was assigned to an agent.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL THEN
DATE_DIFF([Ticket first assigned - Timestamp],
[Ticket created - Timestamp], "nb_of_hours")
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment time (days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in days between when a
messaging ticket was created and the first time it
was assigned to an agent.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF [Ticket ID] != NULL THEN
DATE_DIFF([Ticket first assigned - Timestamp],
[Ticket created - Timestamp], "nb_of_days")
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handle time (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in seconds that the agent
spends interacting with the end user on the
messaging ticket.</p>
<p class="p" dir="ltr">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle
time metric calculated?</a></p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handle time (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in minutes that the agent
spends interacting with the end user on the
messaging ticket.</p>
<p class="p" dir="ltr">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle
time metric calculated?</a>
</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handle time (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in hours that the agent spends
interacting with the end user on the messaging
ticket. </p>
<p class="p" dir="ltr">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle
time metric calculated?</a></p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handle time (days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in days that the agent spends
interacting with the end user on the messaging
ticket. </p>
<p class="p" dir="ltr">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle
time metric calculated?</a></p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handle time - Business hours
(sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in seconds that the agent
spends interacting with the end user on the
messaging ticket, excluding non-business hours.
Business hours are based on the schedule applied
to the ticket at the time of creation. </p>
<p class="p" dir="ltr">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle
time metric calculated?</a></p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handle time - Business hours
(min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in minutes that the agent
spends interacting with the end user on the
messaging ticket, excluding non-business hours.
Business hours are based on the schedule applied
to the ticket at the time of creation. </p>
<p class="p" dir="ltr">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle
time metric calculated?</a></p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handle time - Business hours
(hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in hours that the agent spends
interacting with the end user on the messaging
ticket, excluding non-business hours. Business
hours are based on the schedule applied to the
ticket at the time of creation.</p>
<p class="p" dir="ltr">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle
time metric calculated?</a></p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Handle time - Business hours
(days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in days that the agent spends
interacting with the end user on the messaging
ticket, excluding non-business hours. Business
hours are based on the schedule applied to the
ticket at the time of creation.</p>
<p class="p" dir="ltr">For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5940001113754" target="_blank">How is the Handle
time metric calculated?</a></p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignee stations</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of agents a ticket has been
assigned to.</p>
<p class="p" dir="ltr">Data is available only from July 18,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">(Assignee stations)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer time (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in seconds from ticket
creation to the first time it was offered to an
agent to accept.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">First offer time (sec)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer to assignment (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time spent in an offer state, in
seconds, between first offer and first assignment
to an agent. It will be 0 if the first assignment
occurred before offering, either by directly
assigning the ticket to the agents via triggers or
manually. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(First assignment time (sec)) -
VALUE(First offer time (sec)) &lt; 0 THEN NULL ELSE
VALUE(First assignment time (sec)) - VALUE(First
offer time (sec)) ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer time (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in minutes from ticket
creation to the first time it was offered to an
agent to accept.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First offer time
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer to assignment (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time spent in an offer state, in
minutes, between first offer and first assignment
to an agent. It will be 0 if the first assignment
occurred before offering, either by directly
assigning the ticket to the agents via triggers or
manually.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(First assignment time (sec)) -
VALUE(First offer time (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time (sec)) - VALUE(First
offer time (sec)))/60 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer time (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in hours from ticket creation
to the first time it was offered to an agent to
accept.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First offer time
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer to assignment (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time spent in an offer state, in
hours, between first offer and first assignment to
an agent. It will be 0 if the first assignment
occurred before offering, either by directly
assigning the ticket to the agents via triggers or
manually.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(First assignment time (sec)) -
VALUE(First offer time (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time (sec)) - VALUE(First
offer time (sec)))/3600 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer time (days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in days from ticket creation
to the first time it was offered to an agent to
accept.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First offer time
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer to assignment
(days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time spent in an offer state, in
days, between first offer and first assignment to
an agent. It will be 0 if the first assignment
occurred before offering, either by directly
assigning the ticket to the agents via triggers or
manually. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(First assignment time (sec)) -
VALUE(First offer time (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time (sec)) - VALUE(First
offer time (sec)))/86400 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment time - Business hours
(sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in seconds between when a
messaging ticket was created and the first time it
was assigned to an agent, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment.
If there is no schedule assigned, the default
schedule is used.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after. </p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">First assignment time - Business hours
(sec)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer time - Business hours
(sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in seconds from ticket
creation to the first time it was offered to an
agent to accept, excluding out-of-business hours.
Business hours are based on the schedule applied
at time of first offer. If there is no schedule
assigned, the default schedule is used. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">First offer time - Business hours
(sec)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer to assignment - Business
hours (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time spent in an offer state, in
seconds, between first offer and first assignment
to an agent, excluding out-of-business hours. It
will be 0 if the first assignment occurred before
offering, either by directly assigning the ticket
to the agents via triggers or manually. Business
hours are based on the schedule applied at time of
first assignment. If there is no schedule
assigned, the default schedule is used.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after. </p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(First assignment time -
Business hours (sec)) - VALUE(First offer time -
Business hours (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time - Business hours (sec))
- VALUE(First offer time - Business hours (sec)))
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment time - Business hours
(mins)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in minutes between when a
messaging ticket was created and the first time it
was assigned to an agent, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment.
If there is no schedule assigned, the default
schedule is used. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">First assignment time - Business hours
(sec)/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer time - Business hours
(mins)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in minutes from ticket
creation to the first time it was offered to an
agent to accept, excluding out-of-business hours.
Business hours are based on the schedule applied
at time of first offer. If there is no schedule
assigned, the default schedule is used.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after. </p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First offer time - Business hours
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer to assignment - Business
hours (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time spent in an offer state, in
minutes, between first offer and first assignment
to an agent, excluding out-of-business hours. It
will be 0 if the first assignment occurred before
offering, either by directly assigning the ticket
to the agents via triggers or manually. Business
hours are based on the schedule applied at time of
first assignment. If there is no schedule
assigned, the default schedule is used. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after. </p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(First assignment time -
Business hours (sec)) - VALUE(First offer time -
Business hours (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time - Business hours (sec))
- VALUE(First offer time - Business hours (sec)))/60
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment time - Business hours
(hours)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in hours between when a
messaging ticket was created and the first time it
was assigned to an agent, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment.
If there is no schedule assigned, the default
schedule is used.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">First assignment time - Business hours
(sec)/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer time - Business hours
(hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in hours from ticket creation
to the first time it was offered to an agent to
accept, excluding out-of-business hours. Business
hours are based on the schedule applied at time of
first offer. If there is no schedule assigned, the
default schedule is used. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First offer time - Business hours
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer to assignment - Business
hours (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time spent in an offer state, in
hours, between first offer and first assignment,
excluding out-of-business hours to an agent. It
will be 0 if the first assignment occurred before
offering, either by directly assigning the ticket
to the agents via triggers or manually. Business
hours are based on the schedule applied to the
ticket at the time of creation.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(First assignment time -
Business hours (sec)) - VALUE(First offer time -
Business hours (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time - Business hours (sec))
- VALUE(First offer time - Business hours
(sec)))/3600 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First assignment time - Business hours
(days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in days between when a
messaging ticket was created and the first time it
was assigned to an agent, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment.
If there is no schedule assigned, the default
schedule is used.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after. </p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">First assignment time - Business hours
(sec)/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer time - Business hours
(days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in days from ticket creation
to the first time it was offered to an agent to
accept, excluding out-of-business hours. Business
hours are based on the schedule applied at time of
first offer. If there is no schedule assigned, the
default schedule is used. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(First offer time - Business hours
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First offer to assignment - Business
hours (days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time spent in an offer state, in
days, between first offer and first assignment to
an agent, excluding out-of-business hours. It will
be 0 if the first assignment occurred before
offering, either by directly assigning the ticket
to the agents via triggers or manually. Business
hours are based on the schedule applied at time of
first assignment. If there is no schedule
assigned, the default schedule is used. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(First assignment time -
Business hours (sec)) - VALUE(First offer time -
Business hours (sec)) &lt; 0 THEN NULL ELSE
(VALUE(First assignment time - Business hours (sec))
- VALUE(First offer time - Business hours
(sec)))/86400 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Messaging tickets with multiple
offers</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of messaging tickets offered
to an agent, not accepted, and re-offered to other
agents. If the ticket was never accepted, this
metric returns 0.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF (VALUE(Offers before first
acceptance) != NULL AND VALUE(Offers before first
acceptance) &gt; 1) THEN [Ticket ID] ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Offers</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of times a messaging ticket
was offered to agents during its lifecycle.
Explore records a maximum of 20 offers per ticket. </p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Offers before first acceptance</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of times a messaging ticket
was offered to agents before first acceptance. If
a ticket was directly assigned to an agent using
triggers or manually, this value will be null.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Acceptances</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of times a messaging ticket
was accepted by agents clicking the Accept
button.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> Starting December 11, 2023, auto-assignment
to agents as part of omnichannel routing is
excluded from this metric.</div>
</div>
<div class="p" dir="ltr">
<div class="note note" id="topic_wjl_whb_y5b__note_u1d_s1t_szb">
<span class="notetitle">Note:</span> Starting July 2, 2024,
auto-accept by agents is excluded from this
metric.</div>
</div>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Queue entries</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The number of times the ticket was
placed in the queue. A ticket is in the queue when
it’s in a status of New or Open and
unassigned.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% First acceptance rate</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The percentage of acceptances from the
number of offers before first acceptance on the
ticket. One hundred percent indicates that the
ticket was accepted by the first agent it was
offered to. Less than one hundred percent
indicates that the ticket was offered to multiple
agents before it was first accepted, resulting in
an increase in first reply time.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF (VALUE(Offers before first
acceptance) != NULL AND VALUE(Offers before first
acceptance) &gt; 0) THEN 1/VALUE(Offers before first
acceptance) ELSE 0 ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">% Acceptance rate</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The percentage of acceptances of all
offers on the ticket. One hundred percent
indicates the ticket was accepted by all the
agents it was offered to. Less than one hundred
percent indicates that the ticket was offered to
multiple agents before it was accepted, resulting
in an increase in resolution time.</p>
<p class="p" dir="ltr">Data is available only from October 30,
2023 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">IF VALUE(Offers) &gt; 0 THEN
MINIMUM(VALUE(Acceptances)/VALUE(Offers), 1) ELSE 0
ENDIF</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Messaging tickets with session
ended</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Number of messaging tickets where a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>. Data is available only from
September 30 , 2025 and after.</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Messaging tickets with routing channel
changed</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Number of messaging tickets where the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8993549728154" target="_blank">routing channel
changed from messaging to email</a>. Data is
available only from September 30 , 2025 and
after.</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session end time (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in seconds between when a messaging
ticket was created and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>.<p class="p" dir="ltr">Data is available only
from September 29, 2025 and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Routing channel change time
(sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in seconds between when a messaging
ticket was created and the routing channel was
updated from messaging to email.<p class="p" dir="ltr">Data is
available only from September 29, 2025 and
after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session end time (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in minutes between when a messaging
ticket was created and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>.<p class="p" dir="ltr">Data is available only
from September 29, 2025 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Session end time
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Routing channel change time
(min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in minutes between when a messaging
ticket was created and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8993549728154-Announcing-the-option-to-route-messaging-conversations-as-email-tickets-with-omnichannel-routing" target="_blank">routing channel was
updated from messaging to email.</a><p class="p" dir="ltr">Data is available only from September
29, 2025 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Routing channel change time (sec)
)/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session end time (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in hours between when a messaging ticket
was created and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>.<p class="p" dir="ltr">Data is available only
from September 29, 2025 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Session end time
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Routing channel change time
(hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in hours between when a messaging ticket
was created and the routing channel was updated from
messaging to email.<p class="p" dir="ltr">Data is available
only from September 29, 2025 and
after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Routing channel change time (sec)
)/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session end time (days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in days between when a messaging ticket
was created and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>.<p class="p" dir="ltr">Data is available only
from September 29, 2025 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Session end time
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Routing channel change time
(days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The time in days between when a
messaging ticket was created and the routing
channel was updated from messaging to email.</p>
<p class="p" dir="ltr">Data is available only from September
29, 2025 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Routing channel change time (sec)
)/86400</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session end time - Business hours
(sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in seconds between when a messaging
ticket was created and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used.<p class="p" dir="ltr">Data is available only from September 29, 2025
and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Routing channel change time - Business
hours (sec)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in seconds between when a messaging
ticket was created and the routing channel was
updated from messaging to email, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment. If
there is no schedule assigned, the default schedule
is used.<p class="p" dir="ltr">Data is available only from
September 29, 2025 and after.</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;"> </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session end time - Business hours
(min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in minutes between when a messaging
ticket was created and the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used.<p class="p" dir="ltr">Data is available only from September 29, 2025
and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Session end time - Business hours
(sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Routing channel change time - Business
hours (min)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in minutes between when a messaging
ticket was created and the routing channel was
updated from messaging to email, excluding
out-of-business hours. Business hours are based on
the schedule applied at time of first assignment. If
there is no schedule assigned, the default schedule
is used.<p class="p" dir="ltr">Data is available only from
September 29, 2025 and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Routing channel change time -
Business hours (sec))/60</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session end time - Business hours
(hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in hours between when a messaging ticket
was created and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used.<p class="p" dir="ltr">Data is available only from September 29, 2025
and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Session end time - Business hours
(sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Routing channel change time - Business
hours (hrs)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in hours between when a messaging ticket
was created and the routing channel was updated from
messaging to email, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used.<p class="p" dir="ltr">Data is available only from September 29, 2025
and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Routing channel change time -
Business hours (sec))/3600</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session end time - Business hours
(days)</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">The time in days between when a messaging ticket
was created and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank">messaging session
ended</a>, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used.<p class="p" dir="ltr">Data is available only from September 29, 2025
and after.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">VALUE(Session end time - Business hours
(sec))/86400</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Routing channel change time - Business
hours (days)</td>
<td class="entry row-nocellborder" style="vertical-align:top;">The time in days between when a messaging ticket
was created and the routing channel was updated from
messaging to email, excluding out-of-business hours.
Business hours are based on the schedule applied at
time of first assignment. If there is no schedule
assigned, the default schedule is used.<p class="p" dir="ltr">Data is available only from September 29, 2025
and after.</p>
</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">VALUE(Routing channel change time -
Business hours (sec))/86400</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_yjl_whb_y5b">
<h3 class="title topictitle3" id="ariaid-title4">Messaging tickets attributes</h3>
<div class="body">
<p class="p">This section lists and defines all the Messaging tickets attributes
available.</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_yjl_whb_y5b__table_zjl_whb_y5b" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Attribute</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Definition</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID number of the messaging ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket status</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The status of the messaging ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status name</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The name of a custom ticket status. This attribute
appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">NULL</strong>.<p class="p">Data is available only from October 19,
2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status category</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The category that a custom ticket status is mapped to.
This attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>. For tickets that existed before custom
ticket statuses were enabled, this attribute returns
<strong class="ph b">Ticket Status</strong>.<p class="p">Data is available only from
October 19, 2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Ticket custom status state</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Returns <strong class="ph b">true</strong> if a custom ticket status is active,
or <strong class="ph b">false</strong> if a custom ticket status is deactivated.
This attribute appears only if you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4412575841306" target="_blank">enabled custom ticket
statuses</a>.<p class="p">Data is available only from October
19, 2023 onward.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket group</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Name of the group where the messaging ticket
was assigned.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket brand</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The brand of the messaging ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket channel</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The channel a messaging ticket was created
from.</p>
<p class="p" dir="ltr">For more information about the ticket channels
Explore collects, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836378394" target="_blank">Understanding ticket
channels in Explore</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket priority</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The messaging ticket's priority.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket tags</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The tags associated with the messaging
ticket.<p class="p">For important information about filtering
reports using tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket satisfaction rating</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The satisfaction rating left by the customer on
the messaging ticket. Values: Good, Bad, Offered,
Unoffered.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Wait status changed</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Returns <strong class="ph b">true</strong> or <strong class="ph b">false</strong> depending
on whether a ticket has previously gone into the Pending
or On-hold status.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignee name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the assignee.<p class="p">Values for this
attribute (and for the other Assignee attributes below)
include users who currently have an agent or admin role,
as well as users who previously had an agent or admin
role and were assigned to a ticket at least
once.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignee role</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The role of an assignee. Possible values:
admin, agent, or end user.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignee ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The messaging ticket's assignee ID.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Assignee email</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The messaging ticket assignee’s email
address.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the user who is asking for support
through a messaging ticket. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester ID</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The ID number for a messaging ticket's
requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester email</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The email address of the messaging ticket
requester. </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester tags</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Tags associated with the requester.<p class="p">For
important information about filtering reports using
tags, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838151450#topic_a15_bjp_plb" target="_blank">Reporting on ticket
tags using filters</a>.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Ticket organization name</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The name of the organization associated with
the messaging ticket.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First reply time brackets</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time between when the messaging ticket was
first created and when an agent first replied. Values are
returned as <strong class="ph b">0-1 mins</strong>, <strong class="ph b">1-3 mins</strong>, <strong class="ph b">3-10
mins</strong>,<strong class="ph b"> &gt;10 mins</strong>, and<strong class="ph b"> no replies.
</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requester wait time brackets</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time a requester was waiting for agent
replies. The values are returned as <strong class="ph b">no wait</strong>, <strong class="ph b">0-1
mins</strong>, <strong class="ph b">1-3 mins</strong>, <strong class="ph b">3-10 mins</strong>, <strong class="ph b">10-30
mins</strong>, and <strong class="ph b">&gt;30 mins.</strong>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">First resolution time brackets</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time between when the messaging ticket was
first created and the first time it was set to solved. The
values are returned as <strong class="ph b">Unsolved</strong>, <strong class="ph b">0-30 mins</strong>,
<strong class="ph b">30-90 mins</strong>, <strong class="ph b">1.5-6 hrs</strong>, <strong class="ph b">6-24 hrs</strong>,
and <strong class="ph b">&gt;24 hrs</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Intent<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A prediction of what the ticket is about. To see the
possible values, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9488234915610" target="_blank">open the Taxonomy tab of
the Intent settings page</a> to see the AI Intents
list under the <strong class="ph b">Taxonomy values</strong> heading.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Intent confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The likelihood that the intent prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Language<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A prediction of what language the ticket is written in.
To see the possible values, open the Taxonomy tab of the
settings page.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Language confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The likelihood that the language prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sentiment<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">A prediction of how the customer feels about their
request. Possible values are <strong class="ph b">Very Positive</strong>,
<strong class="ph b">Positive</strong>, <strong class="ph b">Neutral</strong>, <strong class="ph b">Negative</strong>, and
<strong class="ph b">Very Negative</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Sentiment confidence<p class="p">(Requires <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4550640560538" target="_blank">intelligent
triage</a>)</p>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">The likelihood that the sentiment prediction is correct.
Possible values are <strong class="ph b">High</strong>, <strong class="ph b">Medium</strong>, and
<strong class="ph b">Low</strong>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket created</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Includes a number of attributes that return the
time and date when the messaging ticket was created in
various time measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket solved</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Includes a number of attributes that return the
time and date when the messaging ticket was marked as solved
in various time measurements.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket last updated</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time when the messaging ticket was last
updated.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket requester updated</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time when the messaging ticket was last
updated by its requester.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket last assigned</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time when the messaging ticket was last
assigned to an agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket first assigned</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The time when the messaging ticket was first
assigned to an agent.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time - Ticket type - Task due</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">When a messaging ticket is configured as a
task, this is the date at which the task must be
completed.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Custom ticket fields</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">The name of a custom ticket field. This
attribute appears only if you’ve <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">created custom ticket
fields</a>.</p>
<p class="p" dir="ltr">Data is available only from July 18, 2023 and
after.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Created outside business hours</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Indicates whether a ticket was created within
(FALSE) or outside of (TRUE) business hours based on the
schedule applied to the messaging ticket at the time of
ticket creation. </p>
<p class="p" dir="ltr">Data is available only from July 18, 2023 and
after.</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session ended</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Indicates whether the messaging ticket had a
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank"><u class="ph u">session end</u></a>
or not. Data is available only from September 29, 2025 and
after.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Session ended reason</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Indicates the reason for <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8009788438042-About-ending-messaging-sessions" target="_blank"><u class="ph u">messaging session
ended </u></a>- agent ended the session, session
ended by trigger or session ended due to channel change. Data
is available only from September 29, 2025 and after.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Routing channel changed</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Indicates whether the routing channel changes
from messaging to email, when the messaging session ended.
Data is available only from September 29, 2025 and
after.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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