Format
OSI
Registry packagePublic
@rawctx/zendesk-performance
Zendesk ticket performance dimensions and response/resolution metrics — first reply times, resolution durations, wait times, reopens, and transfer counts for operational efficiency analysis.
OSISchema 1.0Domain customer-supportSource developer.zendesk.comOwner @pasar6987
Native (downloadable) · Latest 1.0.0 published Mar 4, 2026 · 1 datasets / 14 measures in the latest preview · Updated Mar 10, 2026
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Latest release
1.0.0Published Mar 4, 2026
Origin
Native (downloadable)Managed directly in rawctx
Installability
DownloadableDirect rawctx snapshot download
Domain
customer-support
Source
Owner
@pasar6987Organization
Independent
Repository
Not linked
License
Apache-2.0
Visibility
Public
Tags
Schema preview
OSI 1.0
Model preview
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models/zendesk-performance.osi.yamlAI context included
1 datasets14 measures17 dimensions0 relationships
README
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@rawctx/zendesk-performance
Zendesk Performance Analytics — granular ticket-level timing measurements covering first reply speed, resolution durations across calendar and business hours, agent and requester wait times, hold periods, reopen frequency, reply counts, and transfer patterns that quantify the efficiency of your support operation.
Overview
| Count | |
|---|---|
| Datasets | 1 |
| Dimensions | 17 |
| Metrics | 14 |
| Relationships | 0 |
Datasets
TicketMetrics
Granular per-ticket performance measurements — first reply speed, resolution duration, wait times for both agents and requesters, hold periods, reopen counts, reply tallies, and transfer frequency across calendar and business hour calculations.
- Dimensions: 17
- Metrics: 14
Metrics
- avg_first_reply_time_minutes — Average time in minutes from ticket creation to the first public agent response
- median_first_reply_time_minutes — Median time in minutes to the first public agent response, reducing outlier impact
- avg_first_resolution_time_minutes — Average time in minutes from ticket creation to the first time the ticket was solved
- avg_full_resolution_time_minutes — Average time in minutes from ticket creation to final resolution including all reopens
- avg_requester_wait_time_minutes — Average time in minutes that customers spend waiting for an agent response
- avg_agent_wait_time_minutes — Average time in minutes that agents spend waiting for a customer reply
- avg_on_hold_time_minutes — Average time in minutes that tickets spend in on-hold status
- one_touch_resolution_rate — Percentage of tickets resolved with a single agent reply (one-touch resolution)
- first_contact_resolution_rate — Percentage of tickets resolved during the initial customer interaction without transfers
- resolution_rate — Percentage of tickets that have been solved out of total tickets created
- reopen_rate — Percentage of solved tickets that were reopened, indicating incomplete resolution
- avg_replies_to_resolution — Average number of agent replies required to resolve a ticket
- avg_assignee_transfers — Average number of times tickets are reassigned to different agents
- avg_group_transfers — Average number of times tickets are transferred between agent groups
Install
rawctx snapshot-download @rawctx/zendesk-performance
Source
Topology
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Semantic Graph
Datasets 0 / Measures 0 / Dimensions 0 / Relationships 0
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