Examples
Examples
Try the starting example
- Tickets: ID, created timestamp, first qualifying reply timestamp or none
- A,2026-10-20T09:00,2026-10-20T09:10 B,2026-10-20T09:00,2026-10-20T09:30 C,2026-10-20T09:00,none
- As-of timestamp
- 2026-10-20T10:00
- Counted-business-minute target
- 20
- Business windows: weekday,start,end
- 1,09:00,17:00 2,09:00,17:00 3,09:00,17:00 4,09:00,17:00 5,09:00,17:00
- Holiday dates, comma-separated, or none
- none
- Paused intervals: start timestamp,end timestamp, or none
- none
- Replied tickets in snapshot
- 2
- Nearest-rank median replied time (business minutes)
- 10
- Nearest-rank 90th percentile replied time (business minutes)
- 30
- Replied-ticket share meeting target (%)
- 50
- Unreplied tickets already beyond target
- 1
- Unreplied tickets in snapshot
- 1
Try another scenario
- Tickets: ID, created timestamp, first qualifying reply timestamp or none
- A,2026-10-20T09:00,2026-10-20T09:10 B,2026-10-20T09:00,2026-10-20T09:20 C,2026-10-20T09:00,none
- As-of timestamp
- 2026-10-20T10:00
- Counted-business-minute target
- 20
- Business windows: weekday,start,end
- 1,09:00,17:00 2,09:00,17:00 3,09:00,17:00 4,09:00,17:00 5,09:00,17:00
- Holiday dates, comma-separated, or none
- none
- Paused intervals: start timestamp,end timestamp, or none
- none
- Replied tickets in snapshot
- 2
- Nearest-rank median replied time (business minutes)
- 10
- Nearest-rank 90th percentile replied time (business minutes)
- 20
- Replied-ticket share meeting target (%)
- 100
- Unreplied tickets already beyond target
- 1
- Unreplied tickets in snapshot
- 1
Calculation method
Calculation method
Replied tickets in snapshot
Count supplied reply timestamps on/before the audit time.
Nearest-rank median replied time (business minutes)
Sort business durations and select rank ceil(0.5×n), without assigning unreplied tickets a zero duration.
Nearest-rank 90th percentile replied time (business minutes)
Select rank ceil(0.9×n).
Replied-ticket share meeting target (%)
Replied durations≤target / replied count×100.
Unreplied tickets already beyond target
For pending records count elapsed business time>target, keeping them outside completed-response percentiles.
Unreplied tickets in snapshot
Count supplied none replies.
Symbols and units
- a
- Tickets: ID, created timestamp, first qualifying reply timestamp or none
- b
- As-of timestamp
- c
- Counted-business-minute target
- d
- Business windows: weekday,start,end
- e
- Holiday dates, comma-separated, or none
- f
- Paused intervals: start timestamp,end timestamp, or none
Use the units shown. A list keeps the order in which you enter its values. The symbol ^ means “raised to the power of”.
Assumptions & limits
Assumptions & limits
- A supplied first-qualifying-reply audit using a fixed-offset business calendar. Pending tickets are reported separately to expose completed-only percentile bias; actual reply qualification is not inferred.
Are these inputs private?
These calculations run in your browser. A shared link contains the values you choose to share. Only questions submitted to the separate AI finder are sent to OpenAI.
Further reading
Zendesk: response metrics and business-hour definitions; this tool uses its displayed convention ↗
Background reading; this does not imply endorsement or independent review of SumFizz.