Time Tracking app: metrics you need to be measuring

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67 Comments

  • Brett - Community Manager
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    Hey Jim,

    You can actually use the Time Tracking app with Insights as well. We have a list of useful time tracking recipes here: Insights Recipes Reference

    We also have a separate Time Tracking recipe: The metrics you need to be measuring specifically for Insights as well.

    Let me know if you run into any issues :)

    Cheers!

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  • Erica Sutherland
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    This app is really interesting- we outsource work to a team of light agents overseas for certain tasks and are interested in keeping better track on our end of hours we are billed for. Does this app track time for light agents, and is this something that could be a good tool for this type of use case?

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  • David Gillespie
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    Hi Erica,

    Yes, the app works for light agents. For more information about how to set up and use the app, see these articles:
    - https://support.zendesk.com/hc/en-us/articles/203662506-Setting-up-the-Time-Tracking-app-Professional-and-Enterprise-
    - https://support.zendesk.com/hc/en-us/articles/203691196-Using-the-Time-Tracking-app-Professional-and-Enterprise-

    Thanks,

    David

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  • Amino Assistant (Larry)
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    I created both the metrics above, Ticket Handling Time and Update Handling Time

    When looking at the time tracking app, I see a huge discrepancy between the ticket handling time (min) and both the time indicated in the app as well as where I believe the ticket was solved first.

    What is the time that is being pulled for ticket handling time? I assume it's the date ticket created - date ticket first solved, but i'm not seeing that being the case.

    Does that also include the time the agent was not physically looking at the request? The time tracking app is set up only to add time when the agent is viewing the ticket.

    My goal is to isolate the time one of my agents on average takes to complete a single request.

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  • Erica Sutherland
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    Amino Assistant (Larry), my understanding is that handling time is basically the total time spent working the ticket (tab opened/being viewed and worked- and you can auto pause if you want when navigating away from the ticket). Depending upon your settings it will be different from the ticket created to solved- it's time handled.

    My understanding is that 'time spent on updates' is a segment of handling time (meaning handling time includes updates) but I'm not sure if that is correct and I'm interested to have confirmation there. 

    So it would not make sense to add those together for total handle time, it's simply time spent updating the ticket. 


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  • Jared Allenbrand
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    I am trying to find a way to relate time tracking to ticket tags. 

    This way we can match agent efficiency, IE Time spent on specific subjects/tags. 

    Does anyone have a way to do that?

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  • Brett - Community Manager
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    Hey Jared,

    You should be able to just use a Tag filter in your existing query or create a calculated metric to only show tickets that contain that tag. More information in the following article: Explore: Reporting with tags

    Let me know if that doesn't get you the results you're looking for!

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