| Suite | Professional, Enterprise, or Enterprise Plus |
| Support with | Explore Professional or Enterprise |
The Zendesk Time Tracking app helps support managers gain visibility into the actual time spent across all your customer service interactions within a ticket. The app tracks the time spent on each ticket update and stores this with the ticket.
This time spent can be measured per ticket or per update. Time spent per ticket is called ticket handling time. Time spent per update is called update handling time. With Explore, you can create calculated metrics for these different handling times and create time tracking reports in Explore.
This article describes the difference between ticket handling time and update handling time. It also links to Explore recipes that show you how to create custom time tracking metrics and reports.
Ticket handling time vs. Update handling time
As with any other Support ticket data, there are two approaches for analyzing time tracking app data:
- Ticket handling time
- Update handling time
Ticket handling time
The first approach is to look at the handling time per ticket. You can use this information to report on individual agent performance, or to report on complex workflows where the same ticket is handled by multiple agents.
If you choose to go with this approach, the best place to create your reports is the Support: Tickets dataset. To do so, you can create a standard calculated metric based on the Total time spent (sec) metric (which is available in Explore only after you install the Time Tracking app) and use it to report on the handling time per ticket.
To learn how to create a custom Ticket handling time metric and use it to produce two example time tracking reports, see Explore recipe: Time Tracking app - Measuring ticket handling time.
Update handling time
The second approach is to look at the handling time per update. You can use this information to report on individual agent performance, or to report on complex workflows where the same ticket is handled by multiple agents.
For this approach, the calculated metric and reports should be created in the Support: Updates history dataset based on the data stored in the Changes - Previous value and Changes - New value attributes.
To learn how to create a custom Update handling time metric and use it to produce an example time tracking report, see Explore recipe: Time Tracking app - Measuring update handling time.
123 comments
Jake Warren
I see what you're saying, 1263082147309, this covers exactly what I needed. Appreciate it!
0
Gab Guinto
If you using the Update handling time metric, sliced by agent/updater, then you can filter the report by Update date attributes (Update - Date, Update - Week of year, etc.). These date filters will slice/filter the data by the time the actual update was made and the time tracking data was logged.
1
Jake Warren
So one of the things I want to easily look at is amount of time my team is logging each week, think of it as a utilization metric. Time handling makes sense for this, but I'm struggling with how to show that based on when the time was logged. Is there no timestamp for when the time logging occurred that can be used? If I group by week for when a ticket was solved, the time handling for that ticket would all be showing for the same week, even if it were logged in different weeks. For example, a ticket has 3 hours logged in week 1 and 3 hours logged week 2. I want to group by when the time logging occurred to see that 6 hours split out, however grouping by solved date all 6 hours will show for the week the ticket was solved.
0
Dainne Kiara Lucena-Laxamana
Hi 1263213553909
Just checking in if your exported average still doesn't match the one in Explore. If yes, do let me know so we can look into it. But to clarify, Explore's average aggregator is calculated by adding up all the values and dividing the sum by the total number of values which is explained here.
1
杉山 潤
早速のご返答ありがとうございます。以下の通り上手くいきました。
FAQの翻訳とと日本語UIの翻訳が微妙に一致しないことがあり、全体を把握するのにはとても助かるのですが。不一致の変換がちょっとややこしいですね。
この件に関してはプロフィールを英語にして、英語のヘルプを頭から見ながら作ってしまうほうがスムーズかもしれないですね。
IF ([変更 - フィールド名] = "Total time spent (sec)")
THEN
IF ([変更 - 前の値]=NULL OR [変更 - 前の値]="")
THEN NUMBER([変更 - 新しい値])/60
ELIF (REGEXP_MATCH([変更 - 新しい値], "[0-9]+") AND REGEXP_MATCH([変更 - 前の値], "[0-9]+"))
THEN(NUMBER([変更 - 新しい値])-NUMBER([変更 - 前の値]))/60
ENDIF
ENDIF
0
Tatsuro Sano
https://support.zendesk.com/hc/ja/articles/4408827693594#topic_zdl_flq_4y
なお、使用するデータセットは「Support-チケット」ではなく、「Support-更新履歴」であることにご注意ください。
1
杉山 潤
ExploreをLegacyプランで使用しています。
プロフィールの言語を英語にしても、[Changes - Field name]が見つからないため、日本語環境の式の属性名がわからず、集計を行うことが出来ません。日本語環境の対応する属性名をお教えてください。
0
Deo Labindalawa
Hello,
Im trying to breakdown the Ave(update handling time) per updater email or ticket ID, but the number doesn't match when I'm validating it as overall
For example, I have a Updater with 61 ave(update handling time) but when I export it and tried to average it manually Im not getting 61 as a result. What is the formula for the aggregate average for manual computation? Thanks
0
Alex Zheng
If you are using the update handling time listed in the article rather than the ticket handling time you should be able to pull this information. If you are having more difficulty we can open up a ticket and investigate further.
Best regards,
0
Jack
Good morning.
When creating the metric as shown in the article I am preented with records for agents who were not working on the date I have specified.
It seems that if a ticket number recieved an update that day the metric will present all of the time information for every interaction since that ticket was created, with the last piece of data being the most recent.
Is it possible to only see the updates made by the person who updated it most recently? The person who updates the ticket may not be the person it is assigned to either.
Thank you for any support that is given
0
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