Time Tracking recipe: The metrics you need to be measuring (Insights only)

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169 Comments

  • Ninja Raj

    Hi Team need help on Zendesk Insights ( How to created "Average response time( min) of an Agent")

    Can help how to get data on metric.  

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  • Brett - Community Manager
    Zendesk Community Team

    Hi Ninja Raj,

    Zendesk only records the First Reply Time and not ongoing reply times unfortunately. That being said, you could use an SLA policy with a next reply time target, then report on the amount of time each instance of that target was active using the SLA Metric Target [Median] or SLA Metric Value metric.

    Hopefully other members of our community can join in and offer more guidance on how to create this sort of report :)

    Cheers!

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  • BJ Marks

    Hi,

    It has been 3 days since I setup the time tracking app. I have data:

    However, I still do not see anything in insights. I created the Total time spent (min) metric (note: I used the "Fact" because there was no Total time spent(sec) attribute.

    Yet, when I try to create a simple report, I get no matching data:

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  • Brett - Community Manager
    Zendesk Community Team

    Hi BJ,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further. You'll receive a follow-up email shortly stating your ticket has been created. Feel free to reply back to that email with any additional information you think may be helpful :)

    Thanks!

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  • Patrick Harland-Lee

    Heya, we're looking to build a report that shows how much time each Agent from one of our Groups spent in Zendesk each month, but the only way I can get close-to-accurate results is to group by Assignee - is there a way to group by the person who updated it?

    I tried grouping by Updater but we can't easily filter that to agents in our Support group (we'd have to modify this report every single time we employed someone new or someone left).

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  • Brett - Community Manager
    Zendesk Community Team

    Hi Patrick,

    If you do use the Updater attribute I believe you should be able to apply the User Role or Updater Role attribute to your filter so you can easily show to only agents on your account. More information on available attributes here: Insights Object Reference

    Let me know if that doesn't get you the results you're looking for.

    Cheers!

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  • Patrick Harland-Lee

    Hey Brett,

    We want to only include agents from one of our many Groups so we can see how much time our support team spent in Zendesk, and the User Role and Updater Role link to the agent/end-user/admin categories, not the Group categories.

    Is there a way to exclude agents from particular Groups?

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  • Brett - Community Manager
    Zendesk Community Team

    Hi Patrick,

    You'll most likely need to create a Variable within GoodData to capture this information. You can find this option by navigating to the GoodData>Manage>Variables>Create Variable. You'll want to create a Filtered Variable which you can find out more about in GoodData's article: Define Filtered Variables.

    Hope this helps!

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  • Patrick Harland-Lee

    Hey Brett,

    I've created a variable for Group and set it to 'Support' for all, and made a new metric called Total time spent [MAQL] that has the expression SELECT Total time spent on Ticket (Support Hours) WHERE Group .

    I then put this new metric as the What and put the Updater and Month/Year (Event) as the How, then added filters for the variable, but now I see a list of everyone including end users.

    I then added a filter Updater Roles is Agent, Admin but they're still appearing, and I'm still seeing agents who aren't in the Support Group.

    Could you please tell me what I'm doing wrong? All I want is to see how much time the Support Group is spending in Zendesk every month, regardless of who the ticket is assigned to or what group it's in.

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  • Amy Dee

    Hi Patrick! In the Insights data model, the Group is a ticket property, not a user property. There isn't a way to dynamically filter agents by their group memberships.

    Instead, you can create filtered variables based on the Updater attribute. For the variable's Default Value, choose the individual support agents that belong to the group. For example, you could create a filtered variable called "Community Team," pick the Updater attribute, and choose Amy, Patrick, and Brett for your default value. 

    Once you have the "Community Team" variable, you can put it in any report or metric to quickly select those three agents. For this time tracking example, your metric could look like this: SELECT Total time spent (min) WHERE Community Team. In this context, the Community Team variable would behave just like Updater IN (Amy, Patrick, Brett).

    Creating these variables is a tedious process. However, variables make it easy to put the same group of values on any report without manually selecting them over and over.

    Variables also give you a central place to manage the values. In this example, if Brandon joins the Community Team later on, you can just add him to variable. That will automatically include Brandon in every report that uses the variable with no further effort needed.

    I hope this helps! Happy reporting!

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  • Patrick Harland-Lee

    Hey Amy, thanks for that, I think that makes sense. So I leave the Default as blank, then change all our people in the support group to Support?

    I'm still having trouble filtering out everyone in my report that is an End-User when I select Updater as the How, even if I add a filter for Updater Role is Agent, Admin and a variable filter for Support Group

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  • Amy Dee

    Hi Patrick! If you're using variables as report filter shortcuts like this, you should select the values you want for the default value, then leave individual users on "use default value" -

    The User Specific Values section allows you to control what individual users see in reports. It's great for targeted user permissions, but that's not what we're doing in this example.

    In your case, it sounds like you have a lot of moving parts in your workflow and report. It's possible a couple of those parts aren't moving together, which is why you're getting weird results. I'm going to set up a ticket so we can look at your examples in more detail. Watch for an email!

    Happy reporting!

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  • Pavel Kolpakov

    Want to share my experience. I was able to make by updater report, which shows how much did updater spend time during last update (works even when agent wasn't the last who updated ticket).

    SELECT MAX([Numeric Field] New value/60) WHERE Numeric Field=Time spent last update (sec) AND Date (Event)= MAX(Date (Event))

    You can just Paste this in Metric Editor:

    SELECT MAX([/gdc/md/i79vnfc3780jtagfbyzhux75lo29fqj0/obj/15098]/60) WHERE
    [/gdc/md/i79vnfc3780jtagfbyzhux75lo29fqj0/obj/21505]=[/gdc/md/i79vnfc3780jtagfbyzhux75lo29fqj0/obj/21505/elements?id=1573553] AND [/gdc/md/i79vnfc3780jtagfbyzhux75lo29fqj0/obj/14868] = MAX([/gdc/md/i79vnfc3780jtagfbyzhux75lo29fqj0/obj/14868])

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  • Adam Redden

    How and where do you actually see these metrics as a report? Do I have to build a report for these to show up on the Insight tab?

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  • Andrew J
    Community Moderator

    Hello Adam, yes you would need to use the metric in a report to use this, and best to add the report to a tab.

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  • Mark Adkins

    Any chance these instructions can be updated to work with Explore?  

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  • Jacob J Christensen - Cloudhuset A/S
    Community Moderator

    Hi Mark,

    There's an Explore edition of this article on their help center.

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  • James Greaves

    Hi Can someone give me some advice, basically I have had these metrics set for the last year and they appear to be working well.


    For the past few days I have been playing about having a look at pulling reports to see how many hours/minutes my staff are spending updating tickets and how much time they are spending on tickets, at first glance all looks well however it seems when I pull a report the report is showing the total amount of time spent for the entire ticket by each person.

     

    Example

    Engineer 1 spends 2 hours on 1st Jan working on an issue and passes it on to engineer 2.

    Engineer 2 spends 3 hours and fixes it on 2nd January.

     

    On the 2nd of January engineer 1 has 2 hours by his name for this ticket and engineer 2 has 3 hours by his name.

    Anyone know how to fix this? I want to only see the time an engineer has spent on the ticket for the day, not all engineers?

     

    Thank you in advanced.

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  • Brett - Community Manager
    Zendesk Community Team

    Hey James,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this with you. You'll receive a follow-up email shortly stating your ticket has been created.

    If you could reply back to that email with any additional information you have that would be super helpful.

    Thanks!

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