Time Tracking recipe: The metrics you need to be measuring

Have more questions? Submit a request

167 Comments

  • Amy Dee

    Hi Martin! Do you have at least one ticket with data in the time tracking fields that has since synced to Insights? 

    Insights pulls these fields through your ticket data. If none of your tickets have data in the fields, then Insights can't see them. This does make things a bit less convenient when you first create ticket fields, but it makes the data model much easier to manage overall.

    If tickets with values have synced and you still don't see the fields, you may be over the ticket field limit for Insights. The limit is around 500 custom ticket fields, though, so most accounts are well under it. You can read more in this article about Reporting on Custom Fields.

    I hope this helps! Happy reporting!

    0
  • Martin Kølbæk

    Hi Amy, how do I check if they have data? Since I enabled it, hundreds of tickets have a non-0 time spent on them, but that I got simply by looking at the Time Track widget counter. I can't access the Ticket Fields themselves.

    0
  • Amy Dee

    Hi Martin! The fields themselves are locked by the app. However, you can see the changes in your tickets by viewing the ticket events. Time tracking updates usually look like this:

    You can see the values in the Time spent last update (sec) and Total time spent (sec) fields changing when the ticket is updated.

    It sounds like you should have valid data, so there may be something else going on in your case. I'm going to open a ticket so we can investigate in more detail. 

    Watch for my email, and happy reporting!

    0
  • Amino Assistant (Larry)

    I tried setting up the first measurement but I am also not able to find the "total time spent (sec)" attribute value.

    I do select attribute values, Ticket Numeric Field Changes, Numeric Field, but I only see my custom fields.

    I created a new ticket and spoke to myself just to get a time logged, thought that might help. Regardless, the "total time spent (sec)" has not appeared. Any help would be much appreciated.

    0
  • Amy Dee

    Hi Larry! It sounds like you have everything set up correctly. The most likely issue here is the sync schedule.

    Insights is not a real-time platform. It gets its data through regular syncs with your Zendesk Support account. In order to report on a field, at least one ticket needs to have data in the field and sync that data over to Insights.

    If you're on a Professional plan, your data syncs once per day. Try building the report again tomorrow.

    If you're on an Enterprise plan, new data syncs an hour after the previous sync ends. Try building the report again in a couple hours. 

    I hope this helps! Happy reporting!

    0
  • Amino Assistant (Larry)

    Hello Amy,

    Found out the problem. Didn't enable the role restrictions so I think it was only recording my times.

    Thanks for the help! Was able to build the other measurements!

    0
  • Integrator

    This seems not so logical approach. E.g. agent can spend 20 seconds to copy-paste the reply to the customer from some notepad or whatnot, which has been prepared for 3-4 hours. As a result - Time spent will be counted as 20s, however astronomical value for customer's wait time - 4 hours 20 seconds. Is there any possibility to fetch the actual time between updates of an agent?

    0
  • Amy Dee

    Hi Integrator! The Time Tracking App and its metrics are designed to show you how long an agent spent on a ticket in the Zendesk interface. Zendesk doesn't natively capture this type of handle time, so apps like this one are very helpful for a lot of workflows.

    This isn't the only way to report on agent activity, though. Here are a few links to get you started:

    • Defining and using SLA policies: SLAs allow you to set different types of reply targets. You can use this to capture the time between agent responses. It also displays SLA badges in the agent interface, so agents know when they need to send their replies.
    • Reporting on the duration of a text field: This recipe allows you to report on how long a ticket had certain field values. It's a bit technical, but you can use this to find how long a ticket was assigned to a certain agent, or how long it was in a certain status.
    • Insights metrics reference: This lists all our default metrics for Insights. That includes things like Full Resolution Time, Agent Wait Time, and On-Hold Time, which you can use to measure overall ticket handle times.

    I hope this helps! Happy reporting! 

    0
  • Leo

    Hi,
    I would like to report on time spent on tickets on a monthly basis. Say for example 'ticket A' is an ongoing ticket that spans two months (common in our line of work), how would I generate a report with a the total time spent in that month only? For example if 1 hour on the timer was submitted in the first month, and 2 hours in the second month, the report should show this rather than just showing a total of 3 hours in the second month.

    Any help appreciated!

    0
  • Chad Dunbar

    Hey Leo,

    Since what you want to track is in the updates to the ticket, using Events (ie. Month/Year (Event)) either in the filter or How should get what you need.

    Hope this helps!

    0
  • Leo

    Hi Chad,

    That worked really well - thanks!

    Regards,

    Leo

    0
  • Jessie Schutz

    Thanks for helping out, Chad!

    0
  • Gys Godderis

    Hi Is there a way to see total time spent on a Organisation? With start & end date to make a report of a certain timeframe?

     

    grtz

    g

    0
  • Jessie Schutz

    Hi Gys! Welcome to the Community!

    I'm no Insights expert, but I'm fairly certain you can create a report using Metric 1 listed above and then slice/dice/filter by Organization to get the info you're looking for!

    0
  • Robin Alberg

    Hi,

    I added these recipes with no errors, but when I go to reports I get "No Data Matching the Filtering Criteria" on all the custom metrics:

     

    This happens even with no filters. What did I do wrong?

    0
  • Chad Dunbar

    Hey Robin,

     

    If it happens without filtering here are some common causes:

    1. Tickets lack data: Check ticket events directly.
    2. Data has not been synced yet. Check Manage>Data Sets>Upload Time: Ticket Numeric Field Changes
    3. Error when building the metric. If SELECT MAX(FACT_Time spent last update (sec)) returns a value, then that may be the issue.

     

    0
  • Nicole - Community Manager

    Thanks for answering, Chad! 

    Robin - let us know if Chad's answers helped you out, or if you have further questions. 

    0
  • Robin Alberg

    Chad and Nicole,

    Tickets Lack Data:

     

    Data Sets:

    error building metric:
    Oh, I see, Total time spent (sec) is not in orange. Let me go follow Chad's steps.

    0
  • Leonardo Elizeche

    Hi there

    I maked this metrics and later the report 

    the report result is empty...

    One detail.

    When i maked the metric TOTAL TIME SPENT (min) i dont find the  Attribute Values, then under the Ticket Numeric Field subheader, select Numeric Field > Total time spent (sec)

    I find  total time spent (sec) in FACTS Folder , unsorted.

    May be that is the reason of malfunction report ?

    Thanks a lots 

     

     

    0
  • Nicole - Community Manager

    Thanks, Leonardo. I've asked our team to check the recipe and update it. 

     

    0
  • Nicole - Community Manager

    Hey Leonardo - also, did you check the things that Amy Dee mentioned in her comment above

    Specifically, making sure that you have at least one ticket with data in the time tracking fields that has since synced to Insights? 

    0
  • Amy Dee

    Hi Leonardo! The version of Total time spent (sec) that you find under Facts will not work in this metric. That shows you the actual value in the total time spent field, which is not what you need here.

    Instead, go back to Attribute Values. It will show you a list of attributes again, and the Time Tracking fields won't be on the first list. That's normal.

    Once you're looking under attribute values, search for Numeric Field. That's the attribute you just selected for the metric. When you select Numeric Field, it should show you all available values for that attribute, including Total time spent (sec). That's the version you want to add. When you do, it will appear orange in the metric editor.

    This metric works by looking for changes in a numeric field, then adding those changes together. In this part of the metric -- Numeric FieldTotal time spent (sec) -- you're saying that you want to find changes in the "Total time spent" field, instead of any other fields you may have.

    I hope this helps! Happy reporting!

    0
  • Angie

    Hi,

    does this report(total time,avg time) cover those tickets that were updated in bulk as well? 

    Thanks! :)

    0
  • Chad Dunbar

    Hi Angie,

     

    Time tracker doesn't automatically log time when bulk updating (The tickets aren't opened, so the app isn't running), but if you add times to the fields in the bulk update window, then it would.

     

    Otherwise, they have a NULL value and depending on how you build the metric are either not included or handled as 0.

    0
  • Angie

    Many Thanks, Chad! :)

    0
  • Corey Tisdale

    I'm getting the message

     

    Unexpected 'BY'. Expecting: )

     

    But unlike the other person who asked, I am using the metric. Does anyone see what I am doing incorrectly here?

     

    0
  • Chad Dunbar

    Hey Corey,

     

    Looks like you're missing the second SELECT call.

     

    SELECT AVG( SELECT Total Time spent (min) BY Ticket ID)

    0
  • Corey Tisdale

    Chad, that was totally it. Sorry I missed that. Thank you!

    0
  • Jessie Schutz

    Thanks for helping out, Chad!

    0
  • Erica Rodney

    Good morning Zendesk community,

    I found a different thread in the community posts that explains the exact report I am trying to create but unfortunately, I was unable to get the results I need.

    The original question is posted: here

    Example: if Agent A and Agent B touch upon a ticket, I need to track the individual time taken to update/comment, broken down by the individual agent.So if Agent A were to escalate to Agent B, I need to know exactly how many comments were left by each person individually, and I need to be able to track exactly how much time was taken by each agent per individual comment. Currently, Zendesk reporting reads all time taken per comment or update based on whoever last owned the ticket. So if Agent A comments 5 times on a ticket, and it totals 15 minutes, then agent B comments once and it takes 4 minutes, ZD will report as Agent B having taken 19 minutes for total time spent in comments for the ticket. I need to be able to look at a report that will show both Agent A and B having handled that ticket, then it needs to show how much time was spent on each comment, separately, not combined or averaged out

    Currently, Zendesk reporting reads all time taken per comment or update based on whoever last owned the ticket. So if Agent A comments 5 times on a ticket, and it totals 15 minutes, then agent B comments once and it takes 4 minutes, ZD will report as Agent B having taken 19 minutes for total time spent in comments for the ticket. I need to be able to look at a report that will show both Agent A and B having handled that ticket, then it needs to show how much time was spent on each comment, separately, not combined or averaged out.

    I attached a true-life example of what a ticket looks like and why I need the day to roll up correctly on the report.  I would be forever grateful if someone is able to help me get this done, I'm pretty sure everyone can see why I need this! 

    {PS no judging about the time it took to resolve this customer’s issue…lol….I have already addressed that part!  😊}

    Thank you in advance for any help anyone can provide.

    Erica Rodney

     

    0

Please sign in to leave a comment.

Powered by Zendesk