Can I create a metric to give the time spent working on each ticket during last month?

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  • Rudy

    How about the time spent by agents in tickets for a given time (month, week, etc.)? 

  • Matt
    Zendesk Customer Care
    Hi Rudy! 

    Yes, you should be able to see this for different time frames, like week for instance. This would involve just selecting a different time frame in the query filter for that step.

  • Jennifer Gillespie

    What about seeing how much time each agent spent on a ticket (1 ticket, all tickets for 1 day)?

  • Noly Maron Unson
    Zendesk Customer Care

    Hi Jennifer,

    You can use the recipe in the article Time Tracking app: Metrics you need to be measuring under "Example 1: Ticket handling time by ticket ID".

    Hope this helps. 


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