Time Tracking app: metrics you need to be measuring

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145 Comments

  • Chandra Robrock
    Community Moderator

    Jen K. If you click into Chart Configuration from the right-side menu and then click on Display Format, you should be able to specify the format by selecting Custom from the dropdown menu next to this metric.

     

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  • Kate Ambash

    I need to find the best way to measure how long a ticket takes to be resolved by my engineering team. I do not currently have advanced queries. What would be the best way to measure?

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  • Diogo Maciel
    Zendesk Customer Advocate

    Hi Kate! The best way to create these queries if the default queries do not meet your requirement is via Explore. I can see your current plan is Explore Lite. For creating custom queries you need Explore Professional, included in our Suite Professional plan. You can compare our plans prices and features here

    Best regards, Atenciosamente 
    Diogo | Customer Advocate | Zendesk Certified Support Administrator Zendesk Certified Support Admin

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  • Jen K.

    Hi Chandra Robrock: Could you point me towards what custom inputs to select in "display format" to get the exact AHT to display https://share.getcloudapp.com/4gun6jxw?

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  • Chandra Robrock
    Community Moderator

    Hey Jen K. - Happy to help! The solution I had in mind was to select "Custom" as the Display Format for that metric and then specify a different Decimal Place to round it to (i.e. "2" or "4" instead of "0"). This would help solve for the problem you previously described in terms of getting a more precise number rather than using Zendesk's default rounding.

    While I'm not sure if there would be a way to get the exact AHT time to display, it looks like a workaround would be to enter a really large value (ie. 30) and that should help you find the exact AHT time.

    For instance, below is an example of what I see in one of my own time tracking queries (table) when I round that metric to 30 decimal places:

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  • Tejas Patil

    Jen K. are you looking for something like below?

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  • Anton Verhelst

    Hi, I'm building a report to show the update handling time per month. But a the update handling time of a reopened ticket will always be added to the month the ticket was created in.

    eg. Ticket is created, updated in closed in July.

    Ticket gets reopened and updated in August, but the update handling time will be added to July.

    Can we get this time added to August somehow?

     
     
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  • Cheeny Aban
    Zendesk Customer Advocate

    Hi Anton,

     

    That is not possible since the Metric used is Ticket Created Date. If you would like to capture the handling time of a reopened ticket, I suggest that you create a new standard calculated metric or attribute that you can use on your report.

     

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  • Jasen Samford

    For some reason, this recipe ends up showing 0 handling time for about half of our two dozen agents, despite them all taking tickets regularly. Can't seem to figure out where I'm going wrong!

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  • Jacob J Christensen
    Community Moderator

    Hi Jasen,

    One guess here is that you may have some restrictions on the role or group the Time Tracking app is available for, so it does not count time for these users/tickets.

    You can check this by going to the manage app section and selecting the Time Tracking app.

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  • Qin Peng

    What is the exact meaning of Update handling time?

    When is the start point of calculating? Does it start from when the ticket is assigned or start from the agent starts to reply or add comment?

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  • Jo Smith

    Hi there,

    Can you advise, does the handling time record according to the time on the Time Tracking when you submit the ticket as Solved etc. (as the end user can alter this), or does it submit the time the ticket has actually been open, regardless of whether it has been altered at submission?  Thanks

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  • Dave Dyson
    Zendesk Community Team

    Hi Qin Peng –

    The timer starts as soon as the agent navigates to the ticket in the Support agent interface. Hope that helps!

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  • Dave Dyson
    Zendesk Community Team

    Hi Jo Smith,

    The app records when an agent or admin clicks the Submit button (regardless of whether the ticket as been otherwise altered). It does not record if an agent navigates to a ticket and then closes the ticket tab (hitting the 'x' in the ticket tab) without clicking Submit. Does that address your question?

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  • Jo Smith

    Thank you, so the time recorded at Submit is the time the agent records?  For example a ticket could be open for an hour, but the agent only actually spent 1/2 hour working on it.  The agent may therefore amend the time from 60 minutes to 30 minutes at 'submit'.

    I have created a query that reports the sum handling time per agent on a ticket, could you therefore let me know which of these times will be pulled in, the time the agent had the ticket open, or the time the agent recorded and may have altered at submit.

    Thanks for you help. :)

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  • Dave Dyson
    Zendesk Community Team

    No problem, Jo! The query results will be based on the time recorded at Submit.

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  • Chandni

    Hi!

    I have followed this recipe to a T, multiple times. however I am not getting any results. Could I please have some help as to what I am doing wrong when copying and pasting these recipes in? Ultimately I just want to know AHT per user on support tickets (in minutes) - thanks for the help, getting desperate here!

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  • Chris Bulin
    Community Moderator

    Hi Chandni! You might want to check a couple of things. 

    1. Are the time tracking fields applied to your ticket form?
    2. Do you have any group or role restrictions set in the app settings?

    I have had unexpected results from both of those things before :) 

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  • Chandni

    Hi there Chris Bulin

    I can confirm I have two ticket fields attached to the ticket form and no role restrictions.

    Could it be because the formula is either hours or minutes, that it doesn't work for the below which is in secs? - Can you help where I may be able to either change this ticket field to minutes or how I'd have a recipe for seconds?  Thanks for your help!

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  • Jacob J Christensen
    Community Moderator

    Hi Chandni,

    The two fields need to be on ALL of the forms in your Zendesk instance, for time to be recorded - can you please check if this is the case on your end? 

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  • Chandni

    Hi Jacob J Christensen upon looking at the settings it looks like its being used on all 4 forms which we have.

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  • Chris Bulin
    Community Moderator

    Chandni to answer the question about the time, the formulas above labeled (min) convert the seconds to minutes, and then the formulas labeled (hrs) convert to hours. So if you've pasted them exactly, then they should convert.

    When you say you aren't getting any results are you seeing zeroes or is it just failing to calculate at all? If it's zeroes, it's possible that you need to adjust your display format to show a couple of decimal places if you are consistently below one minute on time spent per ticket.

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  • Chandni

    Hi Chris Bulin to be honest I am not sure where it is tripping up. Is it possible to get some support on a call on this to walk through how to?

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  • Chris Bulin
    Community Moderator

    Hi Chandni, the Moderators don't work for Zendesk, so we aren't available for 1 on 1 help. You can contact Support by using the Help button in your Profile menu

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  • Ola A

    Hi there,

    If you have a number of agents on a specific ticket, are you able to get the handling time of specific individuals on that ticket. Usually the ticket handling time will just assign the total time to the assignee agent so this agents handling time is inflated as they may have only been on the ticket 2 minutes, but the total time is 10 minutes as others were also on the ticket prior to them being on it. Any assistance would be appreciated 

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