Time Tracking recipe: Leaderboards, time logs, top customers (Insights only)

Insights has now been removed for most customers. If you used Insights before, you'll now need to move to Explore, the latest generation of reporting for Zendesk products.

The instructions in this article apply to Zendesk Insights only. If you have Zendesk Explore Professional or Enterprise, you can find out how to create time tracking reports at Time Tracking app: metrics you need to be measuring. Zendesk Explore Lite does not support reporting on the Time Tracking app..

You can track the time your support team spends on every Zendesk Support ticket by using the Time Tracking app .

With the app, support managers gain visibility into the actual time spent across all your customer service interactions. While the app tracks time automatically, you’ll need to build a few custom metrics and reports in Insights to analyze your team’s time logs. We’ve created a four-part series to walk you through best practices on how to best report on time spent:

1. The time-tracking metrics you need to be measuring
2. Leaderboards, time logs, top customers (this article)
3. A look inside your agents’ day-to-day productivity
4. The most costly support issues for your organization

This second article in the series walks you through three basic reports you can build using Insights to help you get a quick glance at your support team’s time logs.

For general information on setting up the Time Tracking app, see Setting up Time Tracking.

How much time did my support agents spend working on tickets last week?

The simplest report you want to create is a leaderboard that shows time spent on tickets in relation to the number of tickets your agents were able to solve. This gives you a quick snapshot of your agents’ performance.

Skill Level: Beginner

Time Required: 10 minutes

*Please note that step 5 of this report was updated on 10/28. If you created your report before then and are having issues, try redoing step 5 or recreating the report.

Ingredient list

• 1 table chart

Instructions

1. Click Reporting ( ) in the sidebar, then click the Insights tab. Click the GoodData link in the top right corner of the panel.

2. In Insights, in the top menu, click Reports , then click Create Report .

3. Open the What menu and select the following metrics (the last 3 metrics were custom metrics we built following the steps outlined in the first article of this series):

   • # Solved Tickets

   • Avg time spent per ticket (min)

   • Avg time spent per update (min)

   • Total time spent (min)
     

4. Open the How menu and select Ticket Assignee.
   

5. If you want to just look at time spent last week, click Filter and add a new filter to set Week (Mon-Sun)/Year (Ticket Solved) equal to Last Week.
   

6. You can sort the Solved Tickets column to get a quick ranking of your support team and see each agent’s contribution to your team’s ticket resolution power and their time spent.
   

Which customers does my support team spend the most time supporting?

Next, you might want to know which customers your support agents are spending the most time helping. This will help you determine which customers require the most resources from your team, as well as if you’re allocating the right amount of resources based on how much that customer spends with your business.

Skill Level: Beginner

Time Required: 10 minutes

Ingredient list

• 1 bar chart

Instructions

1. Click the Reporting icon ( ) in the sidebar, then click the Insights tab. Click the GoodData link in the top right corner of the panel.

2. In Insights, in the top menu, click Reports , then click Create Report .

3. Open the What menu and select the metric Total time spent (min) . Remember this metric was a custom metric we built following the steps outlined in the first article of this series.
   

4. Open the How menu and select User.

5. Use the icons in the top right to select the Bar chart type.

6. 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 and User is on the Vertical (Y) axis. Click Apply .
   

7. Your finished report should look like the one below. You can use the Show Configuration menu to change the colors, add labels, and adjust the font size, if desired.
   

Which tickets cost my support team the most time last week?

For our final basic report, let’s take a look at which Zendesk Support tickets your agents spent the most time with last week. This insight allows you to drill into potentially a problem ticket or issue that you may want to review with the broader team.

Skill Level: Beginner

Time Required: 10 minutes

Ingredient list

• 1 stacked bar chart

Instructions

1. Click Reporting ( ) in the sidebar, then click the Insights tab. Click the GoodData link in the top right corner of the panel.

2. In Insights, in the top menu, click Reports , then click Create Report .

3. Open the What menu and select the metric Total time spent (min) . Remember this metric was a custom metric we built following the steps outlined in the first article of this series.
   

4. Open the How menu and select both attributes, Ticket Id and Updater.
   

5. If you want to just look at time spent last week, click Filter and add a new filter to set Week (Mon-Sun)/Year (Event) equal to Last Week.
   

6. If you want to just look at the top tickets, click Filter and add a new filter to set Top 10 Ticket Id by Total time spent (min) .
   

8. Use the icons in the top right to select the Stacked Bar chart type.

9. Click the Show Configuration link in the top right. Click and drag the metrics and attributes so that Ticket Id is on the Horizontal (X) axis, Metric Values is on the Vertical (Y) axis, and Updater is assigned to the Series. Click Apply .
   

10. Your finished report should look like the one below. You can use the Show Configuration menu to change the colors, add labels, and adjust the font size, if desired.