Time Tracking recipe: Leaderboards, time logs, top customers

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57 Comments

  • Lucien Stevens

    It is installed. Looks like I need an add-on for the Professional version to get this to work correctly. Thanks for the help. 

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  • Max McDaniel

    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

    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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  • Lili

    I turned on time tracking a few months ago, but just built the tracking in good data today. Does anyone know if the data would have still been captured somewhere for the last few months? 

    I am assuming maybe not, because when I build the "How much time did my support agents spend working on tickets last week?" chart, I am getting no results in Avg time spent per ticket (min), Avg time spent per update (min), Total time spent (min)

     

    Any ideas on a fix for this, or do I just need to wait a week until this week's data is captured?

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  • Jacob J Christensen

    Hi Lili,

    If you have multiple ticket forms those Time tracking fields need to be on all of them for them to capture the time, could that be your issue?

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  • Andrea McMahon

    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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  • Jessie Schutz

    Hi Andrea!

    I'm going to need to check with some of our Insights experts to find out why this might be happening. Stand by!

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  • Jacob J Christensen

    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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  • Daniel Yousaf

    Hi Andrea!

    Happy to help figure this out.   This question involves account specific data, so I've created a ticket for us.   You'll receive an email from me soon :)

    Best,

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  • VO

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

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  • Jessie Schutz

    Hi VO! 

    Have you checked out the documentation we have over here? There are some recipes that might help you get started!

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  • Mustafakhanmohammad93

    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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  • Stephen Fusco

    Hi there, 

    If you need to report on the agent making the update (as opposed to the assignee of the ticket) you would want to use "Updater" as your attribute instead of "Ticket Assignee" 

    This will scope of the results from the Total Time Spent metric so that it only tracks submissions those agents made to the time tracking app. A couple of the reports listed above use "Updater" as the attribute for this reason. 

    I hope that helps! 

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  • Jeremy Wilson

    Hello, I'd like to run this report as of today, meaning I want to track agent activity for all updates on the day of.  I've noticed this report is pulling the total ticket time instead of just the specific update time from today.  Thanks 

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  • Jeremy Wilson

    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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  • Amy Dee

    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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  • Jeremy Wilson

    Thank you Amy :)

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  • Jeremy Wilson

    Had another question.  So I have set up this report as of today, and have also set it up to be emailed daily.  I was thinking it would make more sense to email it in the morning for the previous days' stats.  When I updated the date filters to Yesterday, I noticed that the numbers had changed, specifically for one agent who starts at 7AM EST.  I'm starting to wonder what hours are covered when selecting today or yesterday in filters.  is it 00:00 - 12:59  EST? Thanks

     

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  • Amy Dee

    Hi Jeremy! I suspect you're in a different time zone than your account. In those situations, Insights would use different boundaries for "today" and "yesterday."

    Time zones get a little tricky with Insights. Generally speaking, data within the report uses your account's default time zone, while sync times and other UI elements use your browser's local time zone. (Global scheduled emails use PST, since Insights is managed by Zendesk.) We have details in this article: Which time zone does Insights use?

    If the difference can't be explained with a time zone shift, then I recommend sending a ticket to our support team. They can help you look at your report results and see where the discrepancy is coming from.

    I hope this helps! Happy reporting!

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  • Jimmy Rufo

    Would someone be able to provide the metric query for "Total Time Spent (hours)"?  The answer provided earlier in this thread gives an error when trying to save the metric.  Tracking time spent over minutes and seconds proves inefficient over a month or quarters time.  Thanks in advance guys.

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  • Jacob J Christensen

    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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  • Jimmy Rufo

    Hi Jacob,

    I get the below errors either way trying to input your entry.  Unfortunately, I can't even get to the format option for the metric

     

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  • Jimmy Rufo

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

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  • Jessie Schutz

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

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  • Bharati Vivek Amarnani

    Hi guys, 

    I need help. I want to track how long the escalated ticket was sitting in L1 , L2 and L3 bucket before they assigned it or resolved the ticket.

    What will the 

    *What

    *How

    I sent a message to the support team and they asked me to build a custom metric but I am getting stuck so please help 

     

    Thanks,

    B

     

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  • Jacquie

    Hi All,

    Really appreciate all the guidance being shared here.  Is there any way to get the following which will be filtered per updater:

    1. AVG Time Spent per Comment(min) - private and public comments
    2. AVG Time Spent per Public Comment(min)
    3. AVG Time Spent per Private Comment(min) 
    4. Total Time Spent All Comments (min)
    5. Total Time Spent Public Comments(min)
    6. Total Time Spent Private Comments(min)
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  • Jessie Schutz

    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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