{"id":4306,"date":"2026-05-29T21:30:26","date_gmt":"2026-05-29T21:30:26","guid":{"rendered":"https:\/\/aaxonix.com\/resources\/?post_type=glossary&#038;p=4306"},"modified":"2026-05-29T21:30:26","modified_gmt":"2026-05-29T21:30:26","slug":"response-time-report-zoho-desk","status":"publish","type":"glossary","link":"https:\/\/aaxonix.com\/resources\/glossary\/response-time-report-zoho-desk\/","title":{"rendered":"Response Time Report"},"content":{"rendered":"<style>\n.gt-body{font-family:'Poppins',sans-serif;color:#111;line-height:1.75}\n.gt-def{border-left:4px solid #E8650A;padding:16px 20px;background:#fff8f4;border-radius:0 8px 8px 0;margin:0 0 32px;font-size:1.05rem}\n.gt-section{margin:0 0 36px}.gt-section h2{font-family:'Fraunces',serif;color:#0A1628;font-size:1.5rem;margin:0 0 12px}\n.gt-example-box{background:#f0f4ff;border-radius:10px;padding:20px 24px;margin:0 0 32px}.gt-example-box strong{color:#2563EB}\n.gt-related-pills{display:flex;flex-wrap:wrap;gap:10px;margin:0 0 32px}\n.gt-related-pill{background:#f7f4ef;border:1px solid #ddd8cf;border-radius:20px;padding:6px 16px;font-size:.875rem;color:#0A1628;text-decoration:none}\n.gt-faq-item{border:1px solid #ddd8cf;border-radius:10px;padding:16px 20px;margin:0 0 12px}\n<\/style>\n<div class=\"gt-body\">\n<div class=\"gt-def\">The Response Time Report in Zoho Desk tracks how quickly agents respond to and resolve tickets over a selected period. It shows average first response times, resolution times, and SLA compliance rates across agents, teams, and departments.<\/div>\n<div class=\"gt-section\">\n<h2>What the Report Measures<\/h2>\n<p>The Response Time Report captures: average first response time by agent and team, percentage of tickets meeting FRT SLA, average resolution time, and percentage of tickets resolved within SLA. Data can be filtered by date, department, ticket type, or priority.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Identifying Response Bottlenecks<\/h2>\n<p>The report surfaces which ticket categories, departments, or shifts have the slowest response times. If Tuesday afternoons consistently show higher response times, the team may need additional coverage during that window.<\/p>\n<\/div>\n<div class=\"gt-section\">\n<h2>Using the Report for SLA Negotiation<\/h2>\n<p>Response Time Report data informs SLA negotiations with customers or management. If the team consistently meets a 2-hour FRT, it may be time to formalise that commitment. If a category consistently breaches, the SLA target may need adjustment or process improvement.<\/p>\n<\/div>\n<div class=\"gt-example-box\"><strong>Example:<\/strong> A cloud services company uses the Response Time Report to identify that phone-channel tickets have a 45-minute average FRT, while email tickets average 2.5 hours. They realise email tickets are not being picked up promptly and adjust assignment rules to prioritise unattended email tickets.<\/div>\n<div class=\"gt-related-pills\"><a href=\"https:\/\/aaxonix.com\/resources\/glossary\/first-response-time-frt-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">First Response Time (FRT)<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/resolution-time-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Resolution Time<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/sla-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">SLA<\/a><br \/>\n<a href=\"https:\/\/aaxonix.com\/resources\/glossary\/agent-activity-report-zoho-desk\/\" class=\"gt-related-pill sp-content-link\">Agent Activity Report<\/a>\n<\/div>\n<div class=\"gt-faq-item\"><strong>What is the Response Time Report in Zoho Desk?<\/strong><\/p>\n<p>The Response Time Report tracks average first response and resolution times alongside SLA compliance rates across agents and departments. It identifies where teams are meeting commitments and where bottlenecks are slowing responses.<\/p>\n<\/div>\n<div class=\"gt-faq-item\"><strong>How does the Response Time Report help improve SLA performance in Zoho Desk?<\/strong><\/p>\n<p>The report surfaces specific channels, departments, or time windows with poor response times, allowing managers to target interventions precisely rather than making broad changes. Data from the report can also support SLA target adjustments based on actual performance.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The Response Time Report in Zoho Desk tracks FRT and resolution times by agent and team, identifying where SLA commitments are being met or missed.<\/p>\n","protected":false},"template":"","meta":{"seo_title":"Response Time Report | Zoho Desk Glossary","seo_description":"The Response Time Report in Zoho Desk tracks FRT and resolution times by agent and team, identifying where SLA commitments are being met or missed.","seo_keyword":"response time report zoho desk","seo_faqs":"[{\"q\": \"What is the Response Time Report in Zoho Desk?\", \"a\": \"The Response Time Report tracks average first response and resolution times alongside SLA compliance rates across agents and departments. It identifies where teams are meeting commitments and where bottlenecks are slowing responses.\"}, {\"q\": \"How does the Response Time Report help improve SLA performance in Zoho Desk?\", \"a\": \"The report surfaces specific channels, departments, or time windows with poor response times, allowing managers to target interventions precisely rather than making broad changes. Data from the report can also support SLA target adjustments based on actual performance.\"}]","term_type":"Business","glossary_related":"","glossary_links":""},"glossary_category":[1247],"class_list":["post-4306","glossary","type-glossary","status-publish","hentry","glossary_category-zoho-desk"],"_links":{"self":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary\/4306","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/types\/glossary"}],"wp:attachment":[{"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/media?parent=4306"}],"wp:term":[{"taxonomy":"glossary_category","embeddable":true,"href":"https:\/\/aaxonix.com\/resources\/wp-json\/wp\/v2\/glossary_category?post=4306"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}