Time Tracking recipe: The metrics you need to be measuring

Have more questions? Submit a request

167 Comments

  • Amy Dee
    Comment actions Permalink

    Hi Rob! That error most likely means you were clicking the "Add" button on the lower right, instead of double-clicking the element or using the "Add selected" option on the top right. The green "Add" button tries to complete the metric and add it to your report, which is why it throws errors if you use it early.

    I hope this helps! Happy reporting!

    0
  • Rob Muise
    Comment actions Permalink

    I swear I am technical!

     

    I have finally built this recipe but it will not pull data, any ideas?

     

    R

     

    0
  • Amy Dee
    Comment actions Permalink

    Hi Rob! There are a handful of common things to check up front.

    In particular, you need to make sure at least one ticket has data in the Time Tracking fields, that the ticket has synced to Insights since the fields were populated, and that the ticket (or update) is included in your report. If the app is relatively new for your account, and you don't have a lot of data yet, it would be easy to filter things out by accident.

    In cases like this, I usually start by finding a few example tickets in the account, then building a quick test report in Insights for just those tickets. I don't include any extra metrics or filters at first. The goal is to make sure those tickets have synced with time tracking data.

    If you're still not seeing results in Insights, even though everything else appears to be working, then we'll need to take a closer look at your account. For that, gather some examples and send us a support ticket. We'll dive right in.

    I hope this helps! Happy reporting!

    0
  • Joel Francis
    Comment actions Permalink

    Hi,

    For some reason i cannot find the Total time spent (sec) under attribute values. I enable the time fields in setting and they now appear in the events of the ticket. but for some reason we cannot get the total time spent to appear in attribute values or any where else. 


     

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi Joel! Welcome to the Community!

    When this situation comes up, it's usually because the fields haven't had a chance to sync over to Insights yet. Depending on your plan, Insights will sync your data once a day (Professional) or once an hour (Enterprise). Once you've give Insights time to catch, though, everything should look right.

    Are you still experiencing this issue, or has it resolved?

    0
  • Ignacio De La Llave Lorenzo
    Comment actions Permalink

    Hi,

    I am having an issue with the "Total Time Spent (min)" metric. The problem comes with merged tickets. For example, I am trying to get the total time spent in tickets filtered by a custom field "Category". However, if a ticket from a category was merged to another ticket of the same category, the time spent on the first ticket won't add to the total time spent.

    I thought that the "Total time spent (sec)" could be just added to the second ticket but it doesn't and so, my "Total time spent (min)" is always smaller than "Avg time spent per ticket (min)" multiplied by the # Tickets Solved (which includes these merged tickets).

    Any ideas on where does the "Total time spent (sec)" go for merged tickets?

    Thank you,

    0
  • Ignacio De La Llave Lorenzo
    Comment actions Permalink

    Never mind my last question. The issue was that those tickets where auto-closed with no time spent so they were being counted for the # Tickets Solved but not for the averages.

    Filtering out tickets with no Time spent got my numbers to match

    0
  • Ignacio De La Llave Lorenzo
    Comment actions Permalink

    Sorry for going back and forth with this question. My issue at the moment is the following:

    My "Total time spent (min)" looks like the one in this article:

    SELECT SUM(IFNULL([Numeric Field] New value, 0) - IFNULL([Numeric Field] Old value, 0)) / 60 WHERE Numeric Field = Total time spent (sec)

    As I see it, this should make that, if a ticket has no Total time spent (if the ticket was merged or closed in bulk without being opened), it still would return 0. However, when I'm applying this metric to tickets with no time spent, I'm not receiving a 0 and so the averages are not correct (as it's returning null and not being added to the total count)

    How can I make the "Total time spent (min)" metric return 0 in these cases?

    Thank you

    0
  • Jessie Schutz
    Comment actions Permalink

    Hi there!

    I'm going to see if I can find someone to answer this for you, because I'm not sure how that works. Stand by!

    0
  • Jason Brockett
    Comment actions Permalink

    Nevermind...I was right, I was doing something silly.  I was adding it to the what, which I can't do evidently.  I simply needed to select numeric filter instead of the List of Values filter.

    I am trying to report on total time spent on tickets that have certain tags.  I have created the custom metric but am not able to use in in the report.  I am sure I doing something silly, so hoping someone here can help me out.

    0
  • Amy Dee
    Comment actions Permalink

    Hi Jason! Thanks for following up!

    It looks like you already figured this out, but I'll add some context for anyone else following along: Tags and Events are not connected, so they don't get along when you try to display them in the same chart. They both connect to tickets, though, so you can use a tag metric in a numeric range filter and have it work on an event report.

    Happy reporting!

    0
  • Amy Dee
    Comment actions Permalink

    Hi Ignacio! Sorry I missed your comment before!

    The time tracking metric looks for updates with a change to the Total time spent (sec) field, and it compares the values at the start and end of each matching update. The result is the amount of time added in that update.

    This metric does include "IFNULL" elements, but they're limited to the individual previous and new values. That way, the metric can still find a value of one of the two is null. It usually applies to the "previous" value at ticket creation.

    Even with those IFNULL elements, though, the metric is still looking for updates with a change to the Total time spent (sec) field. If there aren't any matching updates, the ticket as a whole will still return a null.

    You may be able to force tickets to return 0s instead of null values in your overall average. You'd need to be careful, though. If you use IFNULL in the wrong place, you may lose valid data or skew the result with too many 0s. It will depend on how the metrics and reports are set up.

    If you continue to see weird results in your reports, I recommend submitting a ticket to our support team. That will allow us to go through some specific examples in more detail.

    I hope this helps! Happy reporting!

    0
  • Michael Kiss
    Comment actions Permalink

    Hey team,

    Our group has been using these metrics and found them directionally very effective. I have two questions in this case:

    1) I get negative update time for certain ticket categories. What would drive this?

    2) Does the change of an assignee count towards a ticket update and influence the time spent per update?

    Thanks,

    Mike.

    0
  • Sue
    Comment actions Permalink

    What am I doing wrong here? I have installed the time tracking app and yet I can' find and add the attribute values Total time spent (sec) to the Metric 1

    0
  • Ignacio De La Llave Lorenzo
    Comment actions Permalink

    Hi Sue,

    Total time spent (sec) is a fact not an attribute. It should be under Elements > Facts

    0
  • Jessie Schutz
    Comment actions Permalink

    Thanks for jumping in, Ignacio!

    0
  • Kyle Clark
    Comment actions Permalink

    Michael Kiss - The negative time issue is likely for Follow-Up tickets. See Stephen Fusco's comment on page 3 of these comments on December 15, 2017. It has been mentioned that this is not intended to a long-term fix but that's a quite subjective time frame. Would be nice if this was fixed. At some time this note was added near the top of this article "Note: Any follow-up tickets will use the same total time spent as in the ticket it was created from. To exclude follow-up tickets from your results, you will need to filter them out. See Filtering for follow-up tickets."

    0
  • Stephen Fusco
    Comment actions Permalink

    Hey Mike, 

    For your first question i'd actually like to take you into a ticket to investigate your specific case a little closer as that is not expected behavior. 

    For your second question, the metrics are tracking any updates made to the time tracking app. Changing the assignee on the ticket would be considered a ticket update and the time spent to do this would count as a submission to the time tracking app adding to the total time spent metric. 

    I'll create a ticket for you so we can discuss your first case in more detail 

    0
  • James Lee
    Comment actions Permalink

    Hi,

    I installed Time tracking 3 days ago.

    There is more than one tickets with data in the time tracking fields.

    How the Total time spent (sec) is not available in the Attribute Values.

    How and when do the time tracking fields that has since synced to Insights? 

    Currently, it is not working for me?

    How can we get it working?

    Thanks

    James

     

    0
  • Michael Kiss
    Comment actions Permalink

    @Stephen Fusco - Awesome - looking forward to it and working through this.

    0
  • Jessie Schutz
    Comment actions Permalink

    Hey James! 

    I see you were able to get help with this in a ticket. Let us know if you need anything else!

    0
  • James Lee
    Comment actions Permalink

    Hi Jessie,

    Yes all is working for me now.

    Thanks for your help

    James

    0
  • Lettie Ball
    Comment actions Permalink

    Hey, 

    I'm having trouble setting up the 'Total Time Spent' metric, I keep getting this error message but I can't figure out what I have done wrong? 

    Thanks! 

    Lettie 

    0
  • Amy Dee
    Comment actions Permalink

    Hi Lettie! There are two small issues with the metric in your screenshot.

    First, the = sign after Numeric Field is in parentheses. It should be on its own: Numeric Field Total time spent (sec).

    Second, Total time spent (sec) is blue in this screenshot, which means it's the Fact instead of the Attribute Value. The blue Fact version is the actual value from the field on any given ticket. In this metric, though, you need to identify which numeric field to use for the New/Old value part. 

    Remove the blue Total time spent (sec), then go to Attribute ValuesNumeric Field and find Total time spent (sec) in that list. It will appear orange in the metric editor.

    I hope this helps! Happy reporting!

    0
  • Lettie Ball
    Comment actions Permalink

    Amazing thank you Amy! Big help :) 

    0
  • Amy Dee
    Comment actions Permalink

    You're welcome! I'm glad I could help. Happy reporting!

    0
  • Chris McMillion
    Comment actions Permalink

    Hello,

    I've been successfully using the Total Time Spent metric week over week, until one week I noticed a strange result. Since the week of 5/20 - 5/26, the same agents have been measured as having spent less than 400 minutes, whereas prior to this, they were spending 1200-1300 minutes. We haven't adjusted our process, and even when I go back in time to measure the old results, they still show as being over 1000 minutes. Any idea why this is measuring differently? 

    0
  • Gab
    Comment actions Permalink

    Hi Chris!

    We'll be getting back to you via a ticket. Kindly check your email inbox regarding your concern. 

    Thanks!

    0
  • Denise McCarthy
    Comment actions Permalink

    I have followed these directions and built the metrics in but how do I now run a report using these metrics.  I do not see these selections when I try to create a report and pick the attributes. 

    0
  • Jacob J Christensen
    Comment actions Permalink

    Hi Denise,

    This article is the first in a series, the very next one is about creating reports from these metrics. If you're still having issues, please let me know.

    0

Please sign in to leave a comment.

Powered by Zendesk