Time Metrics

Time to First Assignment

Time to First Assignment measures how long a ticket waits in the queue before an agent claims or is assigned to it. This metric captures routing efficiency and queue management effectiveness. It’s distinct from first reply time, which includes the time to actually respond.

Why Time to First Assignment Matters

Long assignment times signal routing problems or understaffing before agents even begin work. This metric separates intake bottlenecks from response bottlenecks.

How to Calculate

Time of first agent assignment - Time of ticket creation

In TicketBoard

TicketBoard helps you track time to first assignment and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

First Reply Time (FRT) Time to Close Reply Time Requester Wait Time
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