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Explore recipe: Time Tracking app - Measuring update handling time



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Eugene Orman

Zendesk Product Manager

Edited Jun 21, 2024


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15

15 comments

Hello,

Is it possible to have First or Full resolution times by an agent instead of the update handling time?

The article "measuring update handling time by an agent" albeit with resolution times by an agent is what I'm looking for.

 

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David

Zendesk Customer Care

Hi Jay,

It should be possible - looks something like this (note, this is a conceptual framework, not exact code):
MIN(Ticket solved timestamp) - Ticket creation timestamp.

This gives you the time until the first solve.

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Hello,

Is this to calculate the total time between each update no matter the ticket?

So for example, I have this report set up in support updates history, and I am trying to determine how in Zendesk I can show the sum of time between each update. So in an 8 hour day, how time in a day is spent not updating tickets.

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Hi,

What's the difference between Update Handling time to Total time spent with updater role filtered to Agents? I'm getting confused with tickets handled by agents with total time spent data but no update handling time data.

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Alex Zheng

Zendesk Customer Care

Hey Cam,
 
There was a recent issue with the formula that caused some of the numbers for the update handling time to be shown incorrectly. This has since been resolved and the numbers should now be accurate again. If you do have any issues please feel free to reach out to Support to investigate further.

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Formulae not working , getting below error. Check your calculation syntax 

 

 

1


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

it's just missing one ( on line 3. Here's the fixed version.

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Brett Bowser

Zendesk Community Manager

Thanks for sharing your solution here Gavin!

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Hi Gavin, 

 

Thanks for the fix. I tried your fix. However, it still shows the error - “Check your calculation syntax and try again.” Need your help!

 

For Zendesk Community Manager, 

 

Can you guys check the content before posted online? This makes no sense that we spend times fixing this. 

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Hello, the minute code is replying with the following error
“There's an issue with the formula. Check your calculation syntax and try again”

Can you also let me know what language this is in?

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Hi team,
I wanted a clearer understanding of Total spend time and update handling time. It would be great if you could explain with an example. What does an update mean? is it based on change in status? 

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Hi team,
I have a query. The process i am working on involves multiple secondary agents. The reports using Time tracker is tracking everything under the name of the end secondary agent and nothing for the intermediaries. My task is to find the time taken by each of the intermediary secondary agent. 
Any help is appreciated. 

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Hi team,
I have a query. The process i am working on involves multiple secondary agents. The reports using Time tracker is tracking everything under the name of the end secondary agent and nothing for the intermediaries. My task is to find the time taken by each of the intermediary secondary agent. 
Any help is appreciated. 

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James G

Zendesk Customer Care

Hello Sarthak,
 
An update is registered the instant an agent clicks on "Submit as…". Changing the ticket status isn't required for the update to be logged. For example, if an agent opens a ticket with the status set to Open, the Time tracking app begins timing immediately. Regardless of whether the agent submits it as Pending or resubmits it with the same Open status, the time spent is accurately recorded within the ticket. More details here - Reporting on time tracking in Explore.
 
Also, the time spent by all agents on the same ticket is tracked, which allows for the compilation of a report detailing individual updates made by every agent within that ticket.
 
Here's a brief example of what the reporting might look like. Suppose Agent1 spends approximately 10 minutes on Ticket1 and Agent2 spends about 5 minutes on the same ticket (Ticket1). In Zendesk Explore, you can create reports depending on the kind of data you are trying to obtain.
 
Sample 1 - If your goal is to get the individual updates made by Agents 1 and 2, then you need to create your report using the Updates history dataset by following our recipe here -Explore recipe: Time Tracking app - Measuring update handling time. Using this recipe, you should be able to come up with data like this:
 
Agent1 = 10 minutes (Update handling time)
Agent2 = 5 minutes (Update handling time)
 
Sample 2 - If you are interested in just getting the total time spent by all agents on the same ticket, then you should use the recipe we shared here - Explore recipe: Time Tracking app - Measuring ticket handling time. Using this recipe, you should be able to come up with data something like this:
 
Ticket1
15 minutes (Ticket handling time)
 

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Hi Team,

Is it possible to add the first assigned time and first reply time along with the updater handled time where we can see each assignee's data in this same dashboard? 

Also, I am unable to see any data under the handling time using the same formula shared above. Could you please help me with this. 



Thank you,

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