Time Tracking app: metrics you need to be measuring

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101 Comments

  • Kevin Yu

    I am following the instructions, but I get this error. What am I doing wrong?

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  • Chris Bulin
    Community Moderator

    Hello Kevin Yu are you creating this in the Support: Tickets [default] dataset?

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  • Kevin Yu

    Hello Chris, Yes, I can confirm I am using Support: Tickets (default) dataset.

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  • Chris Bulin
    Community Moderator

    Thanks for confirming that. Can you put your cursor right after the 0 in 60 and hit delete? I wonder if there is some whitespace in there.

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  • Kevin Yu

    Hi Chris,

    I believe this is user error. I did not install the time tracking app, I then installed it, and it took some time and then it works now. (I had tried the cursor thing earlier as well so this leads me to believe the app solved it?) 

    Thanks for your quick replies! 

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  • Chris Bulin
    Community Moderator

    Kevin Yu that makes sense, the app is required to make this work. Also, because I learned this the hard way, if the ticket fields for the app aren't on your ticket form, then those won't show up in your data. Enjoy!

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  • Emily Henson

    I am getting an issue with the first metric

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  • Ryan McLennan

    The use of the word 'Simply' throughout these instructions is frustrating. 

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  • Nicole S.
    Zendesk Community Team

    Thanks for that feedback, Ryan. We'll share it with the documentation team.

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  • Emily Henson

    Is there something I an import into explore without having to manually create the metrics to then have the dashboard? 

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  • Ben Fulton

    I'm trying to build a report that identifies the amount of time spent per update by the group the ticket was assigned two. Two years ago, a Zendesk rep posted this solution:

    You can achieve this Time Tracking by Group report with the following:

    Metrics: Sum(Update Handling Time - min)

    Columns: Update Ticket Group

    Rows: Ticket ID

    Simple Total result manipulation for the Sum of columns will allow you to include your Total resolution time (based on the time tracking data).

    However, I do not believe this is accurate. The definition of Update Ticket Group is:

    The group to which a ticket was assigned at the end of an update. For example, if a ticket was reassigned from Tier 1 to Tier 2, the attribute returns Tier 2.

    What we want to capture is the group at the *beginning* of the update, because the agent who performs the update is likely a member of *that* group, not the group the ticket is *handed off to*. 

    How can we report using the group the ticket was assigned to *before* the update was completed?

    Ideally we would instead use the fact "Updater group", but that doesn't seem to be a fact that's available in the update dataset.

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