Time Tracking app - Metrics you need to be measuring

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111 Comments

  • Dainne Lucena
    Zendesk Customer Care

    Hi Deo Labindalawa

     

    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.


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  • 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. 

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  • Gab Guinto
    Zendesk Customer Care
    Hi Jake,

    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. 
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  • Jake Warren

    I see what you're saying, @..., this covers exactly what I needed. Appreciate it!

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  • Deo Labindalawa

    Hi Dainne Lucena

     

    Still not matching.

    Im using the below query to get the overall AHT but when I'm trying to get the per analyst AHT to get the breakdown its not matching with the overall.

     

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  • Gab Guinto
    Zendesk Customer Care
    Hi Deo,

    Let me create a ticket so that we can drill into the values. Thanks!
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  • Keri Brownell

    Hi there - how do I exclude tickets with the closed_by_merge tag within these metrics (this calculated metric: https://support.zendesk.com/hc/en-us/articles/4408843359898-Explore-recipe-Excluding-tickets-closed-by-merge) 

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  • Jay Gianan

    Hi Everyone, 

    We recently activated time tracking app.

    Roles have been updated for the time tracking feature prior 12/2. However, the total time spent remains blank for created tickets starting 12/3 onwards whereas activation and update on roles was made prior.

    Would anyone know why else would we show blank or 0 information for the total time spent field?

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  • Jay Gianan

    Hello Team, Would like to seek help on different Average Handle time from manual computation

    Agent Tickets Updated (sum) Update Handling time (sec) (avg) Update Handling time (sec) Manual Handle Time computation
    1 37 48538 1078.622222 1311.837838
    2 26 41553 1385.1 1598.192308
    3 23 23195 724.84375 1008.478261
    4 31 23172 643.6666667 747.483871
    5 18 22762 1138.1 1264.555556
    6 13 21949 1097.45 1688.384615
    7 14 4234 282.2666667 302.4285714

    ex. For Agent 1, Average handle time on the "(avg) Update Handling time (sec)" shows 1078.62222 however for manually computing Update Handling time by (sum) Update Handling time (sec)/Tickets Updated = 48538/37 it's giving me 1311.837. Can someone confirm why am I seeing a variance on AVG Handle Time (sec) from Manual computation of handle time?

     

     

     

     

     

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  • Karl Kronborg

    Hi Zendesk community,

    I just downloaded the time tracking app and enabled it. I created the metrics by copy/pasting the code from this article but I can't seem to get it to work. I just get an empty field. Is there someone who can point me in the right direction? Thank you!

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  • Dane
    Zendesk Engineering
    Hi Joyce,

    I noticed that you have already submitted a ticket for this concern. For visibility it was identified that some tickets with multiple updates can have additional entries for Update Handling Time causing the discrepancy if you manually calculate it.

    It will be better to drill-in to all the updates on the ticket before manually calculating for the value.
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  • Jay Gianan

    Hi Dane

    Thanks for your response. I did open a ticket on this and was able to find out that the calculation of Update Handle time exclude Nulls or tickets that has no handle time. That's why when I did the previous calculation "HANDLE TIME / TICKETS HANDLED" it doesn't match. Excluding the tickets from the calculation that has no handle time gave me the exact result.

    So the correct calculation is
    Handle Time / Tickets with Handle time

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  • Vivian

    How can I obtain the time duration for a ticket that is in the "open" status, specifically during working hours? I understand that the requester wait time calculates the total waiting duration, and the time tracking app can track time, but it only starts counting when the agent opens the ticket. The data we are looking for is, for example, when a customer submits a ticket and it remains in the "open" status. After 2 hours, Agent responds, and then the customer replies again, followed by a response from the agent after 5 minutes. Where can I find the duration of 2 hours and 5 minutes in this scenario?

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  • Vivian

    How can I obtain the time duration for a ticket that is in the "open" status, specifically during working hours? I understand that the requester wait time calculates the total waiting duration, and the time tracking app can track time, but it only starts counting when the agent opens the ticket. The data we are looking for is, for example, when a customer submits a ticket and it remains in the "open" status. After 2 hours, Agent responds, and then the customer replies again, followed by a response from the agent after 5 minutes. Where can I find the duration of 2 hours and 5 minutes in this scenario?

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  • Aaron Peace

    HELP:
    We need to be able to report on agent time activity across any/all Tickets per day/week/month but the metrics don't seem to work unless a Ticket has been closed. Can you provide a report recipe for this?

    example:

    Rows= Days of the week (mon, Tues, Weds, Thurs, Fri) (alternatively day/week/month)

    Columns= Agents

    Data= accumulated total time logged across any/all tickets per day whether the ticket is still open or closed

    -------------------------------------------------------------------------------------------------------------------------

    UPDATE: I have managed to work out how to report on day/week but the data shown is still incorrect. Is this because some tickets are still open? How can I report on time logged on open Tickets too?

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  • Mark Nino Valencia

    It looks like the Time tracking app does not apply to Child tickets. Is this a limitation of this App? 

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  • Phoebe Morin
    Zendesk Customer Care
    Hi Mark. We saw that you also submitted a ticket to us regrading this inquiry. We reached out via the same ticket. Please feel free to revert, should you have any further concerns. Thank you. 
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  • Cam

    Is time tracking app not working with tickets from Messaging channel? How do we get update handling time of agents in messaging tickets?

     

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  • Noly Maron Unson
    Zendesk Customer Care

    Hi Cam,

    Messaging conversation is not tracked by the Time Tracking app.  This means that when an agent is sending messages to users on Messaging tickets the app doesn't see those messages as ticket updates. 

    It will only work if the agent were to compose a public reply (email) in the composer and then submit that ticket update then the Time tracking app would record the time spent data.

    Hope this helps.

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  • Gerald J
    Zendesk Luminary

    Following the Update Handling Time, it captures each update done a ticket (public comment, internal note, etc). Averaging this would return a lower number. 

    We need to capture the total time spent by each agent in a ticket and average them. I want to attribute to each agent/actor the time they spent on tickets they handled.

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  • David

    To capture the total time spent by each agent on a ticket and average this time across tickets they've handled, you'll want to use a combo of Explore and Time Tracking

    Here's a quick example/steps starting from the beginning.  

    Step 1: Ensure Proper Time Tracking Setup
    - Ensure the Time Tracking app is correctly installed and configured in your Zendesk instance. Agents should be trained to accurately log time spent on each ticket update.

    Step 2: Access Time Tracking Data in Zendesk Explore
    - The Time Tracking app stores data in custom ticket fields, typically named something like "_Time Spent (sec)".
    - Navigate to Zendesk Explore and select the dataset that includes your tickets (usually "Support: Tickets").

    Step 3: Create a New Report
    - Start a new report in Zendesk Explore.
    - Add the metrics and attributes relevant to your analysis.

    Step 4: Add Metrics for Time Tracking
    - Metrics: You'll want to use the custom field(s) created by the Time Tracking app. This might involve adding a custom metric if the field isn't directly available as a predefined metric.
        - To create a custom metric for the total time spent, you can sum the time logged in the time tracking field.
        - Example formula for a custom metric: `SUM(Time Spent field)`

    Step 5: Add Attributes to Your Report
    - Attributes: Include "Assignee" or "Updater" to break down the time tracking data by agent. This will allow you to attribute the time spent to each agent who worked on the ticket.
    - Optionally, include other attributes such as "Ticket ID", "Status", or "Group" to further segment your data.

    Step 6: Calculate Average Time Per Agent
    - To calculate the average time spent per agent, you might need to create another custom metric that divides the total time spent by the number of tickets handled by each agent.
        - Example formula for average time per agent: `SUM(Time Spent field) / COUNT(Tickets)`
    - This calculation gives you the average handling time per ticket, per agent.

    Step 7: Apply Filters and Aggregations
    - Apply any necessary filters to your report, such as time frame, ticket status (e.g., solved tickets), or specific groups/agents.
    - Ensure your report aggregates data by agent to accurately reflect the average time spent per agent across their handled tickets.

    Step 8: Visualize and Share Your Findings
    - Choose a visualization that best represents your data, such as a bar chart or table.
    - Share your report with stakeholders or use it internally to make informed decisions about staffing, training, or process improvements.

    Considerations:

    - Accuracy depends on agents consistently logging time for each ticket update.
    - Time tracking for internal notes versus public comments might need to be distinguished, depending on your specific requirements.
    - Ensure you're compliant with any privacy and data handling policies when tracking and reporting on employee activities.

     

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