Time Tracking app: metrics you need to be measuring

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62 Comments

  • 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. 

    1
  • Nicole Saunders
    Zendesk Community Manager

    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 to. 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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  • Alexia Stemann Dahl Wolfhagen

    i believe i followed the guide - but the numbers i am getting is too high to fit the actual time spent. 

    It would be impossible for us to spend 778 hours on one client in 2020?

    What am i doing wrong? I doublechecked my calculated metrics. 

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  • Dave Dyson
    Zendesk Community Manager

    Hi Alexia -

    It may be that you have one or more tickets from that client where the tracked time was accidentally left running for a long time, for example if someone was working on a ticket on a Friday and left it open over the weekend, and only submitted the ticket when they returned.

    Here's what I'd suggest: use the Ticket handling time by ID recipe above, and add a filter for the Organization in question, to look at the handling time of those 24 tickets, to see if there's an abnormally high outlier that can explain the discrepancy. Unfortunately, there isn't a way to modify the time tracked on a ticket once it's been submitted, but it could point you to an agent who might need refresher training on the use of the app.

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  • Eugene Orman
    Zendesk Product Manager

    @...

    Not sure if you have figured this out but you were getting an error because the metric you were trying to create should have been created in the Ticket Updates dataset. Each metric formula in the article has a note to point out which datasets you need to use.

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  • Ben Fulton

    Does anyone from Zendesk have input on my question from 20 days ago?

    https://support.zendesk.com/hc/en-us/articles/360022186134/comments/1260800283650

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  • Stacy Win

    I am trying to get the time spent on a ticket in a given month. The account as the Time Tracking app. I am using the Support Tickets Data Set, and I copied and pasted the Update handling time (min) formula. But Explore keeps giving me a error (and the formatting in the formula doesn't match the example. What am I doing wrong?


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  • Stacy Win

    Never mind, I read the article a little closer. I think I know what my mistake is

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  • Amy Gracer
    Community Moderator

    What best practices should I suggest to my agents while using the app.

    There is insufficient documentation with the app itself for me to understand the settings without just trial and error.

    What is meant by "navigates away from the ticket" for the auto pause. Is it switching tabs? Changing windows? 

    Does anyone have any advice?

     

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  • Matthew Feczko

    Hi @...@..., @... and anyone else. I'm experiencing a very strange issue that the Time Tracking app seems to be tracking less time and not including calls. If you look at the following screenshot, you'll see the initial call was almost 11 minutes, but the time tracking in total was only 378 seconds (6 mins and a bit).

    Does the time tracking app not include the calls? I would have assumed it did. Do we know exactly what it does include and when? Does it not include first calls?

    Is this a bug?

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  • Matt

    Hi @...
    Thanks for this question. 
    Essentially the Time Tracking app only adds time to a ticket, if the agent makes an update to the ticket after spending the time on that ticket. 

    In the case of the call, the app does not add a time spent for the initial call update on the ticket. 

    Only once the agent updates the ticket (in your case after the agent spent 378 seconds filling out fields and maybe following up with the client, this will be added by the time tracking app to the ticket. 

    Here is an example from my own test account, which shows this: 

    The purpose of the app is essentially to track the time the agent took to work on the ticket. 
    So you would have to use the Talk Dataset and calculate the call time also if you wanted to have both the time of the call and the time the agent spent working on the ticket. 

    I hope this helps answering your question.

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  • Matthew Feczko

    Thanks for that! What about subsequent calls to the customer while the agent is on the ticket. Does that accrue time? And if that does, what if an agent then switches to another ticket, does that pause time?

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  • Matt

    Hey @...
    No problem! As for your new questions: 

    Time Tracking App does not add time to the ticket for outbound calls. 
    Same as for the inbound calls, the call itself does not add the time spent on the ticket. 
    Only any manual update after the call made by the agent will add the time spent. 
    I'm adding another screenshot here for you: 

    In regards to the time where agents are away from the ticket: 
    Note that the Time Tracking App calculates the time spent as long as the agent has the ticket tab open. Should the agent navigate away from that browser-tab for example, this will still continue counting. 
    The only time where the tracker will reset or stop is, if the agent closes the ticket tab without submitting the ticket. 

    With that said, keep in mind that The Time Tracking App will only add time to the ticket if the agent actually hits "submit as [status]"

    I hope this explains the behaviour of the app. 

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  • Matthew Feczko

    That answers it, thank you!

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  • Krista Shaver

    I keep getting an error when trying to pull data using the standard formulas above.

    Here is the copied formula - syntax error doesn't allow me to save.

    deleting the second ) allows me to save but the calculation doesn't work. It gives me the error.

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    @... Try adding a space between "spent" and "(" and I believe that should resolve the issue for you. The full formula should look like this: VALUE(Total time spent (sec))/60

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  • LaReine Pia

    Hello ZenDesk Team!

    I copied the formula provided:

    IF ([Changes - Field name] = "Total time spent (sec)") 
    THEN
    IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
    THEN NUMBER([Changes - New value])/60
    ELIF (REGEXP_MATCH([Changes - New value], "[0-9]+") AND REGEXP_MATCH([Changes - Previous value], "[0-9]+"))
    THEN(NUMBER([Changes - New value])-NUMBER([Changes - Previous value]))/60
    ENDIF
    ENDIF"

    But I am not able to get this to work. I keep getting this error message.


    I am trying to calculate the average time agents are working specific tickets from New to Closed status with the time tracking app.
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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    @... Based on that error message, I have a feeling you may have been using the Tickets dataset when building that metric since the 'Changes - New Value' attribute is only available in the Ticket Updates dataset.

    Mind double checking to ensure that you're building this metric in the Ticket Updates dataset?

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  • Tom Howard

    Hi! I am trying to run the Update Handling Tim (min) metric in Explore but keep recieving the message below, depsit copying and pasting from the formula above? Any idea's?

     

    I can't see the error in the metric so struggling on this one.

    Thank You!

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    Hey Tom - Mind confirming that you're using the Ticket Updates dataset instead of the Tickets dataset? The 'Changes - New Value' attribute is only available in the Ticket Updates dataset, so that might explain the error message you're seeing if you happen to be in a different dataset.

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  • Jen K.

    Hi, "Avg Ticket Handling time (min)" rounds to the nearest minute on the graph. How do I view the exact handle time? For example, our handle time in mins for June is not 6, according to the graph, it's less than 6.

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  • Chandra Robrock
    Community Moderator
    Most Helpful - 2021

    @... 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 Care

    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 @...: 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
    Most Helpful - 2021

    Hey @... - 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

    @... are you looking for something like below?

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