Time Tracking recipe: The metrics you need to be measuring

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167 Comments

  • Jason Brown
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    Is is possible to get the sum of time for at ticket for when a custom field was set to a value in particular?

     

    For instance: 

    SELECT SUM(IFNULL([Numeric Field] New value, 0) - IFNULL([Numeric Field] Old value, 0)) WHERE Numeric Field = <<Custom Numeric Field>> AND [Text Field] Previous Value = [Custom Field Name] Value

     

    We want to track time for when a field is set to a particular value historcially, the Custom field name will change as the ticket gets worked on by different engineers or teams.

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  • Amy Dee
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    Hi Jason! This type of metric captures changes to the values actually stored in the field. It doesn't necessarily show you how long the value was set. (The Time Tracking app populates its fields with durations, which is why this recipe works for the app.)

    If you're interested in seeing how long certain values were set, regardless of what the values are, I recommend this recipe: Reporting on the duration of a text field. That recipe introduces the [Text Field] Duration in minutes fact, which captures the amount of time a field had a particular value before the value changed.

    The article is designed to report on text fields. There should be a matching fact for numeric fields as well, which behaves the same way.

    I hope this helps! Happy reporting! 

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  • Jason Brown
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    Hi Amy,

    Thanks for the insight here. I had one other question, is it possible to make a metric that counts the number of times a field was updated when another field was set to a particular setting?

    For instance how many times Numerical Field [A] was updated/incremented while the Old Value of Text Field [B] was set to something in particular? I want to specifically look at the Old Value of Text Field [B] as in some cases we are updating both Field [A] and [B] at the same time.

    Thanks,
    Jason

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  • Amy Dee
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    Hi Jason! That type of reporting is tricky, and there isn't a good way to do it in Insights. Generally speaking, the data in Zendesk's API (which populates Insights) is focused on field changes. If a field did not change during an update, there won't be a record of it with that update.

    The exception to this is the Historic attributes. Whenever an update includes a field change, Insights logs the values of four system fields (Status, Group, Assignee, Priority) at the start of that update. You can use this to report on those four attributes at the time of other field changes. We have details here: What are the Historic attributes in Insights?

    You can also use metrics to find when the two custom fields change, and whether they change in the same updates. To get started there, I recommend our article on Building metrics for the Events model. That will help you find updates based on specific field changes.

    I hope this helps! Happy reporting!

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  • Tyson Jacques
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    I've tried what feels like a hundred times and have even uninstalled and reinstalled the Time Tracking App, but in trying to create the metric "Total time spent (min)" I cannot select a Numeric Field of "Total time spent (sec)". What I see instead is just "Class ID". Please Help! 

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  • Jacob J Christensen
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    Hi Tyson,

    Looks like you're in the right place.

    I'm wondering if maybe the attribute value isn't created in Insights/GoodData until data is available.

    Has the app recorded any ticket time yet? 
    Also, make sure the two time tracking fields are available on all the forms you may have, or it won't record any time at all.

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  • Niels
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    Hi, I've also asked this in the Explore HC, but I was wondering why I can't seem to find this metric back in Explore. I have successfully created these metrics in Gooddata, but now I can't find them nor re-create them in Explore. Is that correct?

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  • Nathan Tech
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    We are currently using Tags to track the different topics of support requests. We would like to have a report that shows the average amount of time we spend on each topic (Tag). 

    I tried making the following report: 

    What

    Avg Time Spent per Ticket (Min) - SELECT AVG(SELECT Total Time Spent (Min) BY Ticket Id)

    How

    Ticket Tag

    It seems to me that this should get the results that I want. However, that metric seems to be incompatible with the Ticket Tag attribute. When the average time metric is selected, the Ticket Tag attribute is greyed out and says "Attributes that are unavailable may lead to nonsensical results if used to break down the metric(s) in this report. To select an unavailable attribute anyway, hold Shift while clicking its name."

    What am I missing here? Is there a good way to get the average amount of time spent on each support topic? 

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  • Amy Dee
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    Hi Nathan! Tags are unique in the Insights data model. One ticket can have any number of tags at the same time, and you may need to report on any one of them.

    Because of this, tag data is stored in a separate dataset, and the tags dataset is associated with the ticket as a whole. That means you need to take special steps to use tags in reports. We  have more details in this recipe: Reporting on ticket tags.

    In this case, the time tracking metrics are not connected to tag data. You can't put them in the same chart without a lot of complex intermediate steps. Instead, I recommend using ticket attributes to slice your report.

    Do the "support topic" tags correspond with a ticket dropdown field? That would be the simplest solution, since you can add a ticket dropdown field to this type of report without any extra steps.

    I hope this helps! Happy reporting!

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  • Amy Dee
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    Important update:

    Prior to September 21 2018, follow-up tickets inherited the total time spent from the previous ticket, then removed it on the agent's first update. This led to an accurate total time on the ticket, but the correction often appeared as an update with negative time spent. This should not be an issue for new tickets. However, for historic tickets, you might want to exclude follow-up tickets with the recipe Filtering for follow-up tickets.

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  • Nathan Tech
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    Amy, 

    Thanks for your response! The tags are connected to a dropdown menu called "Ticket Topic(s)."

    I would use this one for the reporting, but it doesn't show up when I search for it in attributes. 


    Thoughts? 

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  • Amy Dee
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    Hi Nathan! That screenshot appears to be a multi-select field, not a dropdown field. Since tickets can have any number of multi-select values at the same time, they run into the same problems that tags do. 

    At this time, multi-select fields do not sync as attributes in Insights. You do need to use tags for those fields. (We have details in this recipe: Reporting on multi-select fields by tags.)

    This means you'll need to look into those intermediate steps between tags and time tracking data. It should be possible, as long as you get the data relationships right. Ultimately, you'll want to find the total/average/median time spent per ticket, where the ticket also has one of your field's tags. 

    I'm sorry I don't have a quick answer here. I hope this at least gives you a place to start. 

    Happy reporting!

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  • Curtis W.
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    Hello all!

    I was able to set up these metrics and see the total time spent on the ticket. however, since my team handles escalations, the time spent from the previous users is adding to the total in my reports. 

    I'm looking to report total time spent for my reps specifically, not including the time spent by other reps. Is this possible with modification of the metric of - Total Time Spent (min)? 

     

    Desire: Total time spent for Emily, excluding James' time.

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  • Ricky Davis
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    Hello, Curtis!

     

    I'm glad you were able to the Time Tracking metrics set up ok! To break this metric down further, you can use Attributes in the HOW section of an Insights report. Specifically, you can use Ticket Group Historic or Ticket Assignee Historic, found in the Ticket System Field History folder:

    This will allow you to select a certain agent to report on! I hope this is helpful!

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  • Amy Dee
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    Hi Curtis! Ricky's recommendation here will show you who was assigned at the time of each update, which can be valuable information for tracking your workflows. 

    Another useful attribute for this type of report is Updater. That will show you who submitted each update. In this type of report, it will show who logged the handle time, regardless of who was assigned at the time.

    This guide is a handy reference when building reports: Which user attribute should I use in my report?

    I hope this helps! Happy reporting!

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  • Leanne
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    Hi there! 

     

    I have created both these reports but would love to filter them so I can see these metrics for individual agents. 

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  • Hema Mansukhani
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    Can you replicate this recipes for Explore?

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  • Nicole - Community Manager
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    Hi Hema -

    Explore doesn't function in exactly the same way, but I have asked our knowledge publishers to create the documentation for a similar report in Explore. When they do, that will be available in the Explore Help Center

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  • Hema Mansukhani
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    Hi Nicole, 

     

    Can i ask, how is this formula different from the standard metric by Zendesk to compute for AHT (Average Full resolution time)? 

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  • Nicole - Community Manager
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    Hi Hema, to clarify, you're asking how the Explore formula is different from the native reporting with respect to AHT?

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  • Nicole - Community Manager
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    An update here, here's the corresponding article about time tracking in Explore: 

    Time Tracking app: Metrics you need to be measuring

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  • Art Schramm
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    I'm not able to find the Good Data icon...is this an old solution that hasn't been updated?

     

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  • Jessie Schutz
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    Hi Art!

    The location of the Good Data link hasn't changed. However, I took a peek at your account and I see that you are on a new Zendesk trial. That means that you actually have access to Explore, which is our new reporting tool, rather than Insights. You can find lots of good information on getting started in our Explore Help Center.

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  • JoseAntonio
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    Hi everyone, thanks a lot for the hints on how to set tickets tracking. I've been trying to get the "Total time spent (sec)" measure but I not able of visualice it on the "Attribute Value" section. Time track app is installed but I don't know if something else is needed. Could any give me a hand on which steps should I follow in order to get "Total time spent (sec)" measure once installed time track app.

    Thanks!

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  • Amy Dee
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    Hi Jose! The Total time spent (sec) value is a fact, not an attribute. That means it won't show up under HOW or in Attribute Values. Instead, it needs to be aggregated in a metric.

    The recipe in this article should walk you through the steps to create the basic time tracking metrics. Notably, this recipe does not use the Total time spent (sec) value on its own. It looks for changes to that field throughout the life of the ticket, which allows you to report on individual ticket updates.

    Try going through this recipe article again, following the screenshots. It's a little tricky to set up, but it should give you the results you need.

    I hope this helps! Happy reporting!

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  • Derek Jackson
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    If I wanted to create the same function using Zendesk Explore how would that look?

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  • Boyan Parshorov
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    Hello,

     

    I need a report that shows How much time has a ticket been in different Groups.

    For example, he was in "Group 1" for 2h, then in "Group 2" for 3h, then in "Group 4" for 1h - and "Total time till Solved": 6h.

     

    Can someone please help and advise ?

     

    Thank you.

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  • Amy Dee
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    Hi Boyan! I recommend using this recipe: Reporting on the duration of a text field. That recipe can show you how long a ticket was in each group before the group changed.

    If you are using the Time Tracking app, you could also use the Ticket Group (Historic) attribute. We have more information in this article: What are the Historic attributes in Insights? The Ticket Group (Historic) attribute shows what group the ticket is in at the start of each update with a field change (including time tracking updates).

    There are a lot of ways to approach this type of reporting. These two options should give you a place to start.

    I hope this helps! Happy reporting!

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  • Mark Adkins
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    Can this be updated to use Explore and not Insights?  Most new customers are using Explore and need this recipe to be corrected

     

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  • Nhia Lor
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    Hi Mark,

    We have actually created an updated article for creating the Time Tracking metrics in Explore already which can be found here - https://explore.zendesk.com/hc/en-us/articles/360002000587

    Hope that this helps!

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