Time Tracking recipe: Leaderboards, time logs, top customers

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57 Comments

  • Amy Dee
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    Hi Adrian! This is most likely an issue with filter order. Filter order doesn't make much of a difference unless you're using ranking filters. That is because Insights processes filters from top to bottom. 

    In this case, Insights is finding the top 10 tickets for all time, then finding which of those tickets had an update last week. That's why only 3 tickets are showing up; the other 7 weren't updated during that time.

    As a best practice, always put the ranking filter last in the list. That way, Insights will filter down to the relevant tickets first, then find the top 10 from those results.

    I hope this helps! Happy reporting!

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  • Matt Winer
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    Hey Felix, 

    Did you go through the first step and create those metrics? 

    1) The time-tracking metrics you need to be measuring http://support.zendesk.com/entries/78238928-Time-Tracking-Recipes-Three-essential-metrics

    Gotta start there first then move on to the next pages.

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  • Matt Winer
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    Yeah, that was a stupid mistake.  Of course there's nothing last week, I only turned it on this week.  :)  thanks! 

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  • Jimmy Rufo
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    Disregard. I was able to get it working.  Thanks for your help!

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  • Amy Dee
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    Hi Jeremy! Consider this confirmed! Date (Assignee Updated) finds whole tickets based on the date of the assignee's most recent update, while Date (Event) finds individual updates based on when they occurred. For the time tracking app, you usually want to stick with Event dates.

    We have more information in our article on Insights date dimensions.

    I hope this helps! Happy reporting!

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  • Chris Pettigrew
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    Hello:

    We are trying to create a report that uses the recipes for Time Tracking. A lot of them require the use of the 'Updater' metric in order to obtain each time entry that occurs on a ticket. This is especially important when the 'assignee' isn't necessarily the person who is doing the update. However, this metric is really ugly when it is placed in a graph (either along an axis or as a series). For example, my 'Updater' ID is: Admin - Chris Pettigrew (15257916187)

    That said, if I try to run the report using 'Ticket Assignee', it will miss the updates that I do on tickets that I wasn't assigned to but I provided updates on.

    Is there some way to aggregate data based on the 'Updater Metric', but group it under 'Ticket Assignee'? Thus, giving me all the updates that I did on tickets, but would display the Agent names more elegantly?

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  • Rene de Haas
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    Hi all,

    I'm working on the report "Time spent per customer (leaderboard). When I follow the steps above, I will get a huge list of users. It's too big to render a graph.

    So I added the filter "Top 10 User by Total time spent (min)". This works as expected, however, I get agents in the  top 10. Apparently agents can be seen as users too? 

    Can someone explain to me how Zendesk defines "users" and how I can fix this leaderboard so only end-users are shown? 

     

     
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  • Amy Dee
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    Hi Ben! I think the issue here is your date dimension. Date (Assignee Updated) counts whole tickets based on the date of the assignee's last update.

    In the report you described, Insights will find all tickets that were last updated by their assignee in the past 30 days, then count each ticket's entire handle time. That could be misleading if a ticket had tons of activity 31-60 days ago, then one quick update 29 days ago.

    If you want to find the handle time for updates that were actually made in the past 30 days, you'll need to use Date (Event) instead. That should should show you the handle time from the past 30 days, regardless of when the ticket was created or what happened 31+ days ago.

    I hope this helps! Happy reporting!

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  • Daniel Lopez Henao
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    Hola a todos , estoy tratando de generar un reporte que me permita ver el tiempo que registra cada agente en los tickets, pues este reporte es necesario ver el ticket id, cuando lo genero no me cuenta el tiempo dedicado en un ticket por varios agentes.

     

    es decir si tengo el ticket 11111 y el agente a y el agente b registran tiempo, me aparece solo el tiempo del agente que lo tiene asignado y el tiempo que cerro.

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  • Jacob J Christensen
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    Hi Lucien,

    My guess would be that you either haven't installed the Time tracking app and enabled the fields on your ticket form(s), or you have it on some, but not all forms - the time tracking fields need to be on all your ticket forms for the time to be recorded.

    Hope that helps you out.

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  • Jeremy Wilson
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    I changed the filters to Date (Assignee Updated) is today and Date (Event) is today, seems to have worked, can anyone confirm?

     

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  • Jeremy Wilson
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    Thank you Amy :)

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  • Jacob J Christensen
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    Hi Andrea,

    I'm curious, what time range are you reporting on and how long has the time tracking app been enabled for you?

    If the app was only added recently what you're seeing - that it has only recorded time for two of your agents, could be that the reporting time range only covers a period where these two agents have updated tickets and the app has been measuring the time.

    Hope that makes sense? You could try to change the date filter for your report to only the period where you've been recording time with the app.

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  • Matt Winer
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    So I did the first one " How much time did my support agents spend working on tickets last week?"

    Prior to putting the filter in I have results

    But then when I put the filter in: Week (Mon-Sun)/Year (Ticket Solved). I get no results.  Thinking we haven't maybe solved any tickets since I've turned on time tracking I changed it to Week (Mon-Sun)/Year (Assignee Updated) but I still get no results.

     

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  • Jacob J Christensen
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    Hi Jimmy,

    My metric looks like this:

    SELECT SUM(IFNULL( [Numeric Field] New value, 0) - IFNULL( [Numeric Field] Old value, 0)) / 3600 WHERE Numeric Field = Total time spent (sec)

    And the format I have is:

    #.##0,## h

    If you are not down with the European decimal notation, switch the dot and comma in the above.

    If that doesn't work, could you show a screenshot from your metric editor showing the error?

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  • Jessie Schutz
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    Hey Jimmy! I'm so glad that you got it working! Thanks for letting us know. :)

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  • Max McDaniel
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    Hi, I'm attempting to come up with a way to report on the time between a ticket's initial creation and when a certain event happens (say, a specific tag is added). Is this something that's possible with Time tracker, or is there some other way of constructing a metric to track this?

    Thanks!

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  • Jacob J Christensen
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    Hi Max,

    Yes, I believe this article, Duration between two or more ticket events in minutes, should get you started on something like that.

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  • Jessie Schutz
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    Hi Jacquie! Sorry for the delayed response!

    I've pinged our Community Moderators to see if they have any insight to share. Hopefully someone else in the Community has some ideas as well!

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  • Andrea McMahon
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    Hi - some of my agents are not showing up with time on the reports. I've checked their settings and don't see anything different, but not sure what might be causing this.

     

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  • Bob Novak
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    Hi Chris - you should be able to modify the display label of the Updater attribute:

    If you change that dropdown to just "Updater Name" that should be what you are looking for.

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  • Billy Macken
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    Chris,

    To filter out tickets with Total Time Spent over X, you can include a numeric range filter on your report that looks like the following:

    This will filter out tickets that have a Total Time Spent value higher than the value included in the filter.

    In regards to your questions concerning average time per update and average time per ticket-- not exactly. The sum of individual updates (total time spent) is taken from all tickets and then averaged to find the average time per ticket, whereas the average time per update is an average of the time spent per update across all updates within each ticket.

    Hopefully that helps clear things up!

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  • Ben Greiner
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    We want to see the Time Spent per (top 15) Customer over the last 30 days. Using the recipe, Which customers does my support team spend the most time supporting? we were seeing the Top 15 customers of all time. I added an optional Filter Metric By > Date (Assignee Updated) is the last 30 days. This helped eliminate our all-time "winners". However, we are still seeing extreme times that appear to include more than the last 30 days. Any tips on how to really limit this to the last 30 days?

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  • Mustafakhanmohammad93
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    Hi, 

    This is great but I'm having a slight problem for the agents who are the ticket assignee. For agents who are the ticket assignee some of these agents don't update the ticket other agents do and the total time on the report goes to the assignee only. Is there a way to change that because some of the assignee only work on the ticket for like half a minute or a minute and other agents can spend more than 5 minutes but the total time goes to the assignee. Is there a way to change that? 

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  • Zoe Winker
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    I've gone through this several times, and I get almost all of the time metrics back as 0 or pretty close to 0, which seems highly inaccurate. I double checked all the metrics I created and can't seem to find the issue... I've double checked each step to make sure I did it exactly as laid out in this article.

     

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  • Dipesh Dave
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     Hey Ben,

    For the filter aspect when you selected the Filter Metric By > Date (Assignee Updated) did you select the range to be from today to 30 days ago?

    By selecting this range it should strictly limit the report to the last 30 days.

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  • Felix Frenzel
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    Yes, thanks!

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  • VO
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    How to create reports to accurately capture time spent on tickets, per individual agents or ticket type

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  • Lucien Stevens
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    I finished following the steps for the first report (Last Weeks time log) and all i get is the # of tickets closed for the filtered time. All the other boxes are empty. Anything i am missing? 

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  • Ken Shampo
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    How do I get the total time on spent on tickets to be hours? I have tried to throw in some /60s in there but it seems I am doing it in the wrong place.

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