Metrics definitions
Operations documentation page for Zendesk metrics definitions
Note
These are how Zendesk itself defines various metrics, not how GitLab does. GitLab might define them differently.FRT
This is the time a ticket spent from creation until it received its first public reply from an agent.
NRT
This is the time a ticket spent from a public reply from an end-user until it received a public reply from an agent.
Requester wait time
This is the total time a ticket spent in the following statues:
- New
- Open
- On-hold
Agent work time
This is the total time a ticket spent in the following statues:
- New
- Open
Agent wait time
This is the total time a ticket spent in the following statues:
- Pending
On-hold time
This is the total time a ticket spent in the following statues:
- On-hold
Total resolution time
This is the total time a ticket spent in the following statues:
- New
- Open
- Pending
- On-hold
Periodic update
This is the time a ticket spends between public agent replies.
Pausable update
This is the time a ticket spends between public agent replies while in the following statuses:
- New
- Open
- On-hold
Futher reading
Last modified May 13, 2025: Creating metrics definitions page (
306bf186)
