Time Tracking app: metrics you need to be measuring

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78 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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  • Duggan Everage
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    Hi team-

    I just wanted a quick clarification on what is included in the "handling time." Someone previously mentioned that it is "between the time the agent opens a ticket, and clicks on submit," so I was curious about a few things:

    1. If the web page with the ticket needs to stay open or does it continue to count time while the agent is not actively looking at the ticket?
    2. Similarly, does closing the web page, or having another screen or tab in front of it impact the timer?
    3. If the agent clicks on another ticket, will it be counting both of them simultaneously?

    Thanks!

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  • Gareth Elsby
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    Hi Duggan,

    I've found that it counts the time against only the active ticket tab within zendesk.

    If you have 3 tabs open; A,B, and C, if you leave ticket tab A open on your screen, the clock will pause on tabs B and C, but continue on A.

    If you leave zendesk ticket tab A loaded and active, it will count time, even if you are on another web browser tab. Agents need to be careful, as we tend to see ticket times of 16 hours logged when people leave a tab open overnight and just lock their PC!

    Closing the web broswer tab will reset any unlogged time.

    Hope that helps!

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  • Nick DeSpain
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    I find that when using Total time spent (sec) the time does not get counted until the ticket is solved and the time is only attributed to the user assigned to the ticket.

    Is there a way to sum up the time logged for a given data range regardless of ticket status and who is assigned the ticket?

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  • Britxcdn
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    I have a quick question as our time tracking seems to be intermittent as of March 2020. 

    We previously had all of the above metrics set up in both Insights and Explore, they were working flawlessly and we were able to track update handling time, by agent, for both light agents and standard agents. 

    However, since March of 2020, our light agent time tracking doesn't seem to be working but I do see the occasional 1-2 minutes tracked from light agents here and there in March and April. 

    I've also checked to ensure the light agents are in fact logging in to Zendesk to make these updates and not just responding via email etc. 

    Any guidance here would be appreciated. Im not sure what changed as of March 2020

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  • John Burns
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    Hello, Here is where I am stuck. I report back on how many hours we spend on each client a month. I have no issue getting those hours to show up. My issue is that an agent can spend an hour in April on an issue and another hour in May. Especially as the month closes. When I pull May's report, the ticket doesn't show up because it was created in April. I also track total time spent per agent. Same issue. The hours get logged in the month the ticket was created, not based on when they spent the time working on them. Example: If I create a ticket April 30th and spend 1 minute on it, and spend 10 hours on May 1, the report says I spent 10 hours on that ticket in April because thats when it was created. Makes tracking billable hours impossible. Maybe I am using the wrong data or metric for the date ranges?

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  • Sophie Harris
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    Hi! I've created the "Handling time per agent" bar chart as per the instructions. I was wondering if there's a way to overlay the average handling time for the team over the individual average handling times to compare how each agent performs compared to the average handling time across the whole team?

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  • Devan
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    Hello Sophie Harris,

    You can accomplish this by adding a fixed calculated metric. I'll share an article below that goes into detail on how to implement this in your Explore instance. Let us know if you have any questions setting this up, and we'll be happy to help. 

    Adding fixed calculated metrics

    Best regards. 

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  • Jason
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    I have the same query as Nick DeSpain above:

     

    I find that when using Total time spent (sec) the time does not get counted until the ticket is solved and the time is only attributed to the user assigned to the ticket.

    Is there a way to sum up the time logged for a given data range regardless of ticket status and who is assigned the ticket?



    Can you please provide some guidance? 

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  • Nick DeSpain
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    Hey Jason

    I eventually got help from Katie D. on a separate ticket and ended up with a query I think is getting us what we want. No complaints so far.
    So we set up the query like this:
    - Created Update handling time (min) metric
    - Create new query - Choose a dataset: Support -> Ticket Updates -> Support: Ticket updates
    - Use Update handling time (min) in Metrics
    - Use Updater name in Rows
    - Use Update - Timestamp in Filters (example: 'this week')
    - Use Updater name in Filters (this was easiest for me to pick out my team from all potential updaters)
    - On the right choose Visualization and pick Table

    Now to see more detail and see time logged for each ticket that week you can:
    - Click on the minutes of an agent and choose Decompose
    - Then choose Ticket ID

    What I've seen is that using this approach will give me time logged by a agent for each ticket for this week, regardless who is assigned the ticket and regardless of ticket status.

    Hope that helps!

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  • Jordan Lee
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    How do you create a custom metric to show resolution time or resolution time brackets in the Support: Ticket Updates explore? I would like to solve for a case where I want to know the % of tickets solved within 24 hours for tickets that have had comments by specific users/groups.

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  • Katie Dougherty
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    Hi Jordan Lee,

    You could add the metric "Agent comments" or "Ticket updated w/ comment" and the attribute "Update ticket group" to your explore report, and filter by the "Update ticket group" if you want to see a specific group.  You can also filter by the "Ticket Solved" time attribute for the specific time the ticket was solved. 

    If you visualize this report as a pie graph it will automatically present these values as percentages, but if you want to use a table view, you can follow the steps listed here to add percentages to your report! 

    I hope this answers your question! 

     

     

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