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How is the Handle time metric calculated in the Messaging tickets dataset?



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Erin O'Callaghan

Zendesk Documentation Team

Edited Aug 29, 2024


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13 comments

Erin O'Callaghan Is the handle time calculated for each agent separately in case there is more than one agent working with the same messaging ticket?

For example, agent A started working with a ticket, in 15 minutes agent's shift is over and the ticket is reassigned to agent B who worked with the ticket for another 10 minutes. In the ZD statistics, will both numbers be added to the median handle time calculation of each agent?

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Prakruti Hindia

Zendesk Product Manager

Hi Nick,

Handle time is measured per messaging ticket, not per agent. In this example, the handle time of the ticket should be the total time spent by Agent A and Agent B and median handle time would be median of total handle time per messaging ticket across all messaging tickets. 

Thanks,

Prakruti

 

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Prakruti Hindia Is there a way to measure handling time per agent in messaging?

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Alex Zheng

Zendesk Customer Care

Hey Cam,
 
The best way to split it up would be to use the assignee name attribute. The only issue would be tickets if the assignee is changed later on or if there are multiple agents on the ticket itself.

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If the ticket is idle for 10 minutes and no messages are sent so the agents capacity is released, is the 10 min of idle time included in the handle time?

Or is the 10 min of idle time subtracted from their handle time?

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Alex Zheng

Zendesk Customer Care

Hey Ryen,
 
If the agent does not send a single message while the end user was there then no handle time is considered. If the agent sends a message and then 10 minutes go by without any messages then those 10 minutes would be included in the handle time as long as none of the other pause conditions are met.

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Hey Alex,

Just want to make sure I understand more about the idle tickets.

If an agent sent a first reply on a message that an end user was already idle on, and the end user then never responds this would have no handle time associated to it because the user was not there to receive/respond to the first reply? Or does the 10 minute idle count down restart because the agent sent a message so it would show a minimum of 10 minute handle time so long as the other pause conditions are not met.

Thanks!

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Elaine

Zendesk Customer Care

Hi Katleen.

If an agent sends a first reply to an idle user who doesn't respond afterward, usually, there won't be much or any Handle Time. The 10-minute idle countdown doesn't restart because the agent replied. If the user remains idle without responding, the Handle Time will likely be minimal or zero as the user wasn't active to receive or reply to the agent's message.

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How can I calculate the AHT for each agent separately? for example if I have a messaging ticket that got reopened. Agent A and B worked on it, I want the handle time for agent A and B.

If there's no way for this, is there any work around I can do?

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Ahmed Helmy. Did you find any workaround for this?
ZD Team, any update on this, please? I have the same concern.

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Hi! Could this be defined more clearly please ‘because the agent is not available at the moment?’ 

What defines unavailable? They are in a status that is offline for messaging? Thank you

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Zendesk Team - This is left unanswered, is there any way to calculate AHT/CSAT at a agent level ?

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Elaine

Zendesk Customer Care

Hi Chad,
 
To calculate the Average Handle Time (AHT) for each agent individually on a ticket that has been reopened and worked on by multiple agents, you can leverage the Time Tracking app in Zendesk. The app measures the time spent per update or per ticket, which allows you to track the handling time per agent separately. Here's how it works:
  1. Time per update: You can track each agent’s time spent on the updates they made to the ticket. This approach is ideal when multiple agents have worked on the same ticket. For instance, if Agent A and Agent B both worked on a reopened ticket, you can calculate the time each agent spent per update they made.
  2. Time per ticket: If you want a broader view, you can calculate the total time spent on a ticket and then split it across the agents based on their involvement. This method helps report on agent performance for shared tickets.
To implement this, you can create custom metrics in Zendesk Explore using data from the Time Tracking app, which will allow you to create reports that reflect each agent's handle time. The dataset used for these calculations will be based on the Support: Updates history dataset, as it stores the changes made by different agents.
More details on setting up and using the Time Tracking app to generate these reports can be found in Zendesk's guide on time tracking metric.

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