Time Tracking app: metrics you need to be measuring

Return to top

84 Comments

  • Delaney F.

    Hi -- I just started using the ticket tracking app, so i'm not anticipating to see a large amount of data but I do have time logs visible in tickets and see the app is tracking time. When I then go to explore and and run the queries as outlined above, my graphs are not populated with any data. Why would this be happening? 

     

    0
  • Iain Spirit

    So the awesome Nhia resolved my query, if you are looking to see how much time agents spent on tickets then use this: Update handling time (hrs)

    IF ([Changes - Field name] = "Total time spent (sec)")
    THEN
    IF ([Changes - Previous value]=NULL OR [Changes - Previous value]="")
    THEN NUMBER([Changes - New value])/60/60
    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]))/60/60
    ENDIF
    ENDIF

    That will then allow you to report on all sorts of time analysis of your tickets and mirrors anytime that is captured in the Time Tracker widget / plugin.

     

    0
  • Romario Lapre

    hi i have a question why calculated update and time tracking dont match?

    ex:

     

    but when i pull data using this and i drill the data :

     

    the problem is on example ticket i screenshoot agent rahma got total time spent is 450

    and it must if follow time tracking total is 82

    0
  • Chris

    I set up the formula in Support: Ticket Updates data set with no problem. However, when I come back to Support: Tickets and enter the formula VALUE(Total time spent (sec))/60, I get an error. See image below. What am I doing wrong?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Chris –
     
    Based on the the way the color changes and part of the formula is underlined, I think there was something that happened when it was trying to autofill or when you were typing. 
     

     
    It should look like this instead:

     
    I'd suggest deleting the formula text and starting over -- once you type "Value", you should get a popup menu of autofill options. If you keep typing a few more characters (e.g., "Value(tot"), then the list should narrow down to VALUE(Total time spent (sec)) -- hit return so that gets entered into the formula field, and you should see the green checkmark. Then just type the "/60" to add that to the end, and the green checkmark should reappear, and you should be good to go. Hope that helps! 
    0
  • Chris

    Thanks... When I type it in, though, "Total time spent" isn't an option in the drop-down. Only "Total followers". I must have done something wrong setting up the query in the "Support: Ticket Updates" calculation. 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Chris, can you verify that you are you using the Support: Ticket updates dataset in your query (and not the Support:Tickets) dataset?
    0
  • Colin Harnadek

    Hi! I followed the instructions to set up the Update Handling Time (min) metric. However, the metric only shows up for some agents, with most showing up blank even though they completed updates in the specified timeframe. Any idea what I am missing?

    1
  • Gab Guinto
    Zendesk Customer Care
    Hi Colin,
     
    Looks like we need more details to troubleshoot this. Let me create a private ticket on your behalf. Thanks!
    0
  • Ali Berté

    Hey, 
    I noticed that this tutorial doesn't take into consideration the tickets that are automatically updated by the system.

    For instance, an agent can be absent on Tuesday, but if some pending tickets are set to solve by the system (internal rules), then it is counted as "ticket updated by the agent". But, the action was just an automatic rule. Can we overcome that? 

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Ali,
     
    The Time tracking app should only run when an agent opens a ticket in Zendesk and it will only record the time spent when an agent submits an update. The data measured by the Time tracking metrics should only come from actual updates made by agents.
    1
  • Ali Berté

    Hi Gab Guinto

    Thanks for your reply. Then, I am experiencing the opposing of what you're saying. :( 

    I'll open a ticket to see that.

    0
  • Nelson Garcia

    I litteraly copied the formula:

    VALUE(Total time spent (sec))/60

    But I am receiving this error:

    Can anyone help me to understand why? what am I doing wrong?

    Just FYI,

    1. I've set my user language to English (United Kingdom)

    2. I am in the "Support: Tickets" data set

    0
  • Erin O'Callaghan
    Zendesk Documentation Team

    Hi Nelson Garcia, have you already followed the steps to set up the Time Tracking app? If not, the Total time spent metric won't exist in your environment yet, which could be why you're seeing that error. 

    0
  • Saba Arat

    Hi, I already created Update handling time (min) metric in Support: Updates history dataset. Now I am trying to create Ticket handling time (min) or Ticket handling time (hrs) in Support: Tickets dataset, but I am getting this error: There's an issue with the formula. Check your calculation syntax and try again. 
    I am copy-pasting the formula from this article. 

    VALUE(Total time spent (sec))/60

    0
  • Gab Guinto
    Zendesk Customer Care
    Hi Saba,
     
    I created a ticket on your behalf so that we can check on this further. Thanks!
    0
  • Dayana Flores

    Hello!!! I need to do this without this app. I need to know all the time an agents have a ticket even if they are not into.

    Can you help me please?

    I don't have the app, and I wouldn't like to add another app.

    I appreciate your answer!! I have many days on this.

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Dayana,
     
    The only way to get this functionality is via the app.
    0
  • Qin Brian

    No matter I select Total Time Spent(sec) or update handling time, the result is null.

    Could you help check and fix?

    0
  • Kyna (Coins.ph Team)

    Hi! Anyone else encountered issues with data pulled from the Time Tracking app? We have 0 data about Status time, etc since Apr 26, 2022. Any dates prior to Apr 26 have complete populated data.

    0
  • Qin Brian

    Worse than you. Lost the data from long long time ago.

    0
  • Dayana Flores

    Hello, so, is not a way to measure the time a ticket was assigned to each group when my ticket could be assignee to several and differents groups?

    0
  • Dane
    Zendesk Customer Care
    Hi Dayana,
     
    You can try to use Example 2: and instead of organization you can use the Ticket Groups attribute.
    0
  • Megan Machado

    If I sort this metric by Group - will I be losing data once an agent is offboarded and deactivated? Similar to how the number of public comments will change if you deactivate agents that are no longer considered agents (assuming you used the role:agent fiter)?

    0

Please sign in to leave a comment.

Powered by Zendesk