Time Tracking recipe: A look inside your agents' day-to-day productivity Follow

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16 comments

  • Avatar
    João Sequeira Pinho

    Thank you for this report, it's really useful!
    I was wondering if it's possible to filter the agents by group, as to have a report for tier 2 agents, for instance?

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    Wilson Morales

    I am getting stuck on "Click the Show Configuration link in the top right. Click and drag the metrics and attributes so that Metric Values is on the Horizontal (X) axis, Updater is on the Vertical (Y) axis, and Metric names is assigned to the Series."   Not sure where I would even see any of the Horizontal and Vertical items. In addition not sure where to click and drag to.

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    Jessie Schutz

    Hi Wilson!

    The first thing you need to do is actually view your report - you won't find what you're looking for on a dashboard. On your dashboard, hover your mouse over the report you want to edit and you'll see a little down arrow button appear next to the title of the report. Click that button, then click View this report. That'll take you into the report itself.

    Once you're there, you'll see a link: Show configuration. Click on that, and a drawer will slide out on the right side of your screen that will allow you to view the same settings you see in the screenshots above. The green and purple bubbles you see there can be dragged and dropped into different places depending on where in your report you want that information to display.

    I hope that clears things up for you!

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    Leo

    Hi Brandon, Thanks for this article - its been really helpful in getting me going!

    We provide IT support for our clients, and some tickets can take over a month to solve. I would like to provide a monthly report to clients with a list of tickets and how much time was spent on them for that month. So say for example I'm working on a ticket titled "Server Migration" with a total time (so far) of 2 hours, 1 hour in January and 1 hour in February - is there a way for a report to generate the same ticket subject twice but with different values (of the total time spent) next to each one? Thanks in advance

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    James Sanford

    Hey Leo!

    I would recommend reviewing Time Tracking Recipe: Creating a billing report as it will guide you through creating this type of report using the Time Tracking Metrics from this series of articles.

    We recommend reporting on the Solved date in the provided guide, however you could achieve a running total if you were to instead slice your report using one of the Event Date Dimensions.  

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    Leo

    Thank you!

     

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    Matt Winer

    Could you re post the example picture of the report so I can see if I'm close?

    Thanks!

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    Jessie Schutz

    Hey Matt! Which report are you looking for?

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    Cameron Moss

    Can you please post an example of what the report is supposed to look like? At the end of the article it says "Your finished report should look like the one below," but nothing is displayed.

    Thanks!

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    Matt Winer

    So this is what my graph looks like.  Not sure if it's right, it was only showing Agents initially.. But now it's showing end users too... not sure why that's hapening

    **and as just a disclaimer**, we are only in the testing phase of the time stuff.  My agents don't yet have the ability to adjust times on tickets if they've walked away from the ticket and it's been ticking away. So please look past the ultra high ticket times.  I'm not worried about that just yet.

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    Nicole Relyea

    Hey Cameron and Matt - I've sent a ticket to our documentation team to get the original article updated with the image of the graph you're looking for. Stay tuned. 

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    Robin Alberg

    Hi,

    I added these custom metrics to zendesk (from the article https://support.zendesk.com/entries/78238928-Time-Tracking-Recipes-Three-essential-metrics) and followed the report instructions in this page and some of my agents are getting negative numbers. How is this possible? Have you seen it before?

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    Ashish Sharma

    @Nicole Relyea, almost 3 months and no screenshot of what the final report should look like?

    Also I think that step 7 is missing something, as it reads "What do you want to rank? (Example: CUSTOMER, or combination of FNAME, LNAME)", but when I go to that screen, I also see (2) What do you want to rank? (Example: CUSTOMER, or combination of FNAME, LNAME). Your instructions do not advise what attribute should be selected, or whether this should be left as is.


  • Avatar
    Nicole Relyea

    Hey Ashish - 

    I'll check in with the documentation team and see what the holdup is. I know there have been some changes to some things in Insights recently, and that may be the cause of some of the confusion. 

  • Avatar
    Nicole Relyea

    Okay, no word on the screenshot. However I do have this info for you: 

    Under "What do you want to rank?" You'll want to select a Ranking Filter and set the filter for the Top 10 Updater by Total time spent (min). Updater is the attribute.

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    Bryan Flaherty

    Hello Robin,

    I think the negative numbers in time spent per update may be the result of some unexpected behavior we noticed recently.  I would like to pull this request into a ticket so we can investigate further!

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