Time Tracking app: metrics you need to be measuring

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90 Comments

  • Colum Wedel
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    Hi Eugene Orman,

    Thanks for the quick reply. (Though I must say that it's a pity that an app like Time Tracking doesn't have this capacity itself - a feature many would say is essential to a help desk.)

    We are continuing to research how to analyse time spent on tickets. 

    1- If we are to get Explore Pro, must we get it for all our agents, or just those who will use it? (In our case just, 1 or 2.)

    2- On this page https://www.zendesk.com/explore/compare/, there is a row for Zendesk Support - Support Time Tracking. It's ticked for both Lite and Professional. What is the facility for Explore Lite?

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  • Eugene Orman
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    Colum Wedel, I have created a ticket with our Sales team for you. They will be able to help you on this matter. Regarding the pricing page I think it refers to the Time Tracking app itself. Within each ticket you can see how long the heandeling time was and for how long each agent wroked on the ticket.

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  • Phil Shackleton
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    Hello, I’m wondering if anyone can help me. We would like to generate an email notification when an organisation breaches a specified threshold for time used in a given month.

    So for example for each organisation we have a custom field defining the allocated hours. (8)

    We track time on all tickets.

    We add the time used by all agents on all tickets each month and if it exceeds the allocated amount we generate an email notification to a manager.

    I’m unable to create an automation in Zendesk support as the time tracking data metrics are not there? Can anyone please help or suggest an alternative?

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  • Brett - Community Manager
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    Hey Phil,

    You mentioned you have a custom field defining the hours for each organization correct? Is this a numeric field you've set up on your end? If so, you should be able to use this field in your automations as shown in the screenshot below:

    Let me know if the above solution doesn't work for you.

    Thanks!

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  • Phil Shackleton
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    Hi Brett, yes that's what I'd like but the 'hours worked' data is in Zendesk Explore. How would I create a custom field in Zendesk Support and get that data over here?

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  • Brett - Community Manager
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    Hey Phil,

    Have you had a chance to review our Reporting with custom fields article for Explore? You can pull these numbers from your Support account an email sent over to the manager from Explore if necessary. The only downside is that you can set up scheduled emails in Explore once that number has reached a certain threshold.

    Let me know if the above isn't what you're looking for.

    Cheers!

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  • Phil Shackleton
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    Hi, this kind of is what I need but doesn't solve the problem. 

    I want to be able to send a notification when the total time in a given month exceeds what we have defined as the allocated time.

    So, if our custom field is 8 hours. and using Zendesk time tracking we reach say 6 hours in a given month we want to send an email. 

    I'm not sure this can be done with what you've suggested and if so how?

     

     

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  • Brett - Community Manager
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    Hey Phil,

    This cannot be done within Explore. If you're tracking this information in an organization field, you would need to use automations as I mentioned above but it may be a bit tricky getting the time tracking data from the ticket over to the organization field. I'm thinking you can use our API to pull this information from a ticket field and populating it into an org field using a custom script. However, that may be more trouble than it's worth.

    I wish I was able to provide an alternative solution for you here. It may be beneficial to create a separate post under our Support Troubleshooting and Q&A topic to help provide visibility to other users in the forum. Once you've created a post, I'm happy to get it added to our monthly Community Roundup and get your question out there :)

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  • Mistyamber Reynolds
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    We have several agents assist in a case.  Is there a way we can see how much time each individual agent spends in each case?  The Example 1: Ticket handling time by ticket ID report shows an overall time spent in the case for the last agent that accessed it and I'd like to see actual time by agent.

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  • Devan - Community Manager
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    Hello Mistyamber Reynolds,

    One thing I wanted to ask is if you've tried slicing it by the updater? 

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  • Mistyamber Reynolds
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    Devan - Community Manager I am not sure what you are referring to.

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  • Brett - Community Manager
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    Hey Mistyamber,

    I believe what Devan is referring to is adding the Updater attribute to your report which should get you the individual agent contributions. More information in our Metrics and attributes for Zendesk Support article which I've linked for you.

    When using the Updater attribute, you'll want to make sure you add the Updater Role > is not > End-user filter to your report.

    Let me know if you run into any issues setting this up :)

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  • Mistyamber Reynolds
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    Brett - Community Manager When I add the Updater attribute, I get the message: "'Updater Role' which is unknown as attribute, isn't valid."

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  • Casey Moore
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    Does anyone know if there's a way to display a decimal when doing the calculated metrics??  For example, if I show the total update handling time (hrs) it shows 143 minutes as 2 hours.  Is there a config to show 2.xx hrs?

     

    Thanks!

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  • Brett - Community Manager
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    Casey Moore

    You'll need to first add **/60** to your metric formula so the minutes are converted to hours. 

    You can then edit the display format of your query as shown in the screenshot below: 

     

    Mistyamber Reynolds can you provide a screenshot of the query you're trying to set up so I can take a look at your metrics/attributes?

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  • Makmur Arafat
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    Hi team,

     

    Just want to ask, for time tracking data is it can only shown by D+1 or real time? We are using Zendesk support professional and Zendesk explore professional. 

     

    Thank you

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  • Brett - Community Manager
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    Hi Makmur,

    If you're using Explore Professional, your data syncs one hour after the most recent sync ended. The sync time is randomized within the hour.

    Currently, there's no realtime syncing with Explore but something the team is looking into.

    Cheers!

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  • Mistyamber Reynolds
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    Brett - Community Manager after further digging, I'm not sure what I'm wanting to do is possible.  I noticed in the logs that Time Tracker continually adds time by case, not agent:

    Kamron first had the case and responded:

    End user contacted back, Kamron added a note and responded:

     

    User emailed back in after Kamron was off shift.  Dorothy picked up the case.  Note that time tracker added her ticket time to the over all ticket time total.  It did not start a new timer based on agent.  What I was hoping for is that time tracker would be linked to the agent, not the ticket:

     

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  • Brett - Community Manager
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    Hey Mistyamber,

    In the events of a ticket you'll see the total time applied to the ticket. If you're looking for individual agent time, you'll need to track this using either Explore or Insights

    If you're using Insights you can take a look at this report: Time Tracking recipe: A look inside your agents' day-to-day productivity

    For Explore, we have a large number of recipes found here: Zendesk Explore recipes reference

    I hope this helps!

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  • Francesco Mantovani
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    I receive this error:

    "The set of calculations Calculated member named 'SUM(updatehandlingtimehrs-81a76591b6)' references 'Changes - New value' which is unknown as attribute. isn’t valid. Adjust the calculation and try again. (Error code: ed71afa3)"

    But both Min and Hrs query were approved with green tick when I saved them.

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  • Brett - Community Manager
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    Hey Francesco,

    It looks like you have a ticket created with our Customer Advocacy team related to this issue. They will follow-up with you on the ticket since they may need to look at account-specific information to troubleshoot further.

    Cheers!

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  • Alex Aguilar
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    Hi,

    Is there a way to format the time metric as HH:MM:SS? We use this in insights, but I cant seem to understand how the display format works in explore.

     

    Edit: Nvm. Found out the metric needs to be in seconds and the format used is duration.

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  • Brett - Community Manager
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    Hey Alex,

    Have you had a chance to take a look at this Explore article? How do I change my query to display time-based results as HH:MM:SS?

    This should hopefully point you in the right direction :)

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  • Alex Aguilar
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    Hey Brett,

    Was looking for an article, but couldn't find it. Regardless, I found out that it needed to be in seconds for the duration format to work.

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  • Jim Keller
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    Can dashboards/reports/queries generated in Explore be exported/imported to Insight so my weekly reports are just one PDF/report and not several?

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  • Nicole - Community Manager
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    Hi Jim -

    You would need to rebuild the reports in Insights; there's not functionality to do a direct export/import between the two systems.

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  • Jim Keller
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    Thank you, Nicole, however we do not see 'time tracking' in Insights. 
    As it is an app and only shows up in Explore we do not see how to make it show in Insights. 

     

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  • Gareth Elsby
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    We use the time tracking app within our domain, but not to monitor agents. More to define the time spent per query type.

     

    One of the problems when it comes to reporting is that agents can sometimes keep a tab open, letting the clock run on. This leads to wildly inaccurate reporting, with some tickets logging 16 hours against them.

    I've tried to find a way to disregard tickets with a logged time of greater than 1200 seconds (20 mins is a decent enough threshold), with no success. Can anyone help me build an attribute to cover this, please?

    Thanks

     

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  • Brett - Community Manager
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    Hey Gareth,

    You would need to create a bracket attribute that would separate tickets with an update time of < 1200 seconds and another with an update time of > 1200 seconds. The following recipe should point you in the right direction: Explore recipe: Displaying tickets answered within different time brackets

    I hope this helps!

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  • Jim Keller
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    Hell again Nicole, 

    I'll ask again, 
    The Timekeeping app makes you build your reports in Explore. The same functionality is not in Insight so how does one go about building a timekeeping report in insight?

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