Actual Time spent per update

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16 Comments

  • Jessie Schutz
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    Hey Bryce! Welcome to the Community!

    For what you'd like to do, I would like to recommend setting up the Time Tracking App. It's available for use on Professional and Enterprise plans, and will capture information on how much time your agents are spending on ticket updates. 

    We also have some documentation on how to set up reporting on the data captured by the Time Tracking App, which should take care of the reporting part of things for you!

    Let us know if you need anything else!

    -1
  • Bryce Gates
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    Hi Jessie,

    Thank you for following up. I should have mentioned this in my initial post; I already have set up the time tracking app, and have scoured through the page you linked, as well as other pages linked to that one for time tracking reporting. As it happens, I need actual time spent per individual comment by each individual agent, not average times,.

    Going back to my original example: if Agent A and Agent B touch upon a ticket, I need to track the individual time taken to update/comment, broken down by agent. So if Agent A were to escalate to Agent B, I need to know exactly how many comments were left by each person individually, and I need to be able to track exactly how much time was taken by each agent per individual comment. Currently, Zendesk reporting reads all time taken per comment or update based on whoever last owned the ticket. So if Agent A comments 5 times on a ticket, and it totals 15 minutes, then agent B comments once and it takes 4 minutes, ZD will report as Agent B having taken 19 minutes for total time spent in comments for the ticket. I need to be able to look at a report that will show both Agent A and B having handled that ticket, then it needs to show how much time was spent on each comment, separately, not combined or averaged out.

     

    Thanks again in advance!

    -B

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  • Jessie Schutz
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    Hey Bryce! Thanks for clarifying.

     

    It's certainly possible to track individual agent performance, but I'm not certain whether the Time Tracking app gets granular enough to report on the time spent per comment. I'll have to check into that for you.

    As far as actually building such a report, if it's possible to do so, we're not able to actually do that for you on our end. However, we have several Insights experts floating around the Community who may be able to help you!

    I'll let you know what I find out about the per-update time reporting!

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  • Jessie Schutz
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    So I was able to get in touch with one of our most knowledgable Insights product experts to get more detailed info on this for you. The short answer is that you should be able to build the report you want.

    When you build this report, you'll want to include Ticket Updates under HOW, which will slice the report by individual ticket updates. You'll also want to make sure that you use the Updater data point, since that's the agent who actually updated the ticket and logged the handle time - Assignee won't get you what you're looking for.

    In case you haven't seen it yet, you might want to check out our Insights object reference (Professional and Enterprise). That has some great information about what the different Facts and Attributes are in Insights that might be helpful.

    Let us know how it goes!

     

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  • Erica Rodney
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    Hi Bryce,

    Thank you for posting this question and providing such clarity! I am in the exact same place and trying to track actual time each agent spends on each update. 

    Did you find a way to successfully create the metric/report to give you the details needed?

    Thank you for your time and any additional information you are able to share!

    Erica Rodney

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  • Kuladeep P
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    Hi Jessie,

     

    I've tried exactly what you have suggested on your last update but no luck. It is still capturing the last Time Spent event for all the updates.

    Actually, I've tried to play smart and selected Time Spent Last Update (Private). This is pretty important metric and it's much appreciated if you can help us here.

     

    Regs,

    Kuladeep

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  • Jessie Schutz
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    Hi Kuladeep!

    Let me see if I can get an Insights expert in here to help you out. My knowledge in this area is fairly limited.

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  • Kuladeep P
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    Sure Jessie! Thank you very much. Will be waiting for the reply.

     

    Happy Holidays!!!

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  • Jacob J Christensen
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    Hi, I'm not an Insights expert, but I think I got something working here.

    It has been a while since I set up my time tracking metrics and I'm not entirely sure which one you guys are working with, so I started by creating a new custom metric for this scenario.

    I then modified Jessie's directions including the Ticket ID for context - so I could see which comments belonged to the same ticket:

    HOW

    • Ticket id 
    • Ticket updates
    • Updater

    The updates include updates without comments also, I crossreferenced the time in the report with the time recorded on the ticket events log, and it looks reliable.

    For the example above I used filters to narrow the report down to just 2 tickets (so I get something readable), but you could use date filters for a working scenario.

    Hope that helps you out.

     

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  • Kuladeep P
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    That works Jacob. Thanks for your quick response with Resolution. This actually a very important metric and finally we have a resolution for this now.

    @ Erica - Now we have the resolution and it did work for me. If you are looking at day level, then I'd suggest you filter it with Date (Event).

    Regs,

    Kuladeep

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  • Philip Schaper
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    Could somebody explain how this works in Explore.

    How can we create and use this custom metric in Explore?

    Thanks

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  • Josh Rosenthal
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    Hey Philip,

    While we don't have an equivalent guide for how to do this in explore you should be able to find the data you are looking for with a calculated metric. (This is similar to using the Advanced Metric Editor in Insights.) 

    You can check out our documentation on that here.

    If you have more detailed questions feel free to ask in the explore community as well!

    -1
  • Crawford Philleo
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    I want to track time spent on tickets prior to agents merging them. It appears that the action of merging a ticket does not log any time spent on that ticket. Anyone ever try to report on something like this?

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  • Jacob J Christensen
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    Hi Crawford,

    I don't have access to my reporting tools at the moment, so this is just off the top of my head.

    To report on tickets that have been merged, you should be able to create a custom metric to be used in a filter, so you can get the ticket times for only that set of tickets.

    • SELECT IFNULL((SELECT # Tickets WHERE Ticket Tag = closed_by_merge),0)

    The tag closed_by_merge is added to tickets when they're merged, so the above metric counts only those tickets. You can see detailed instructions about how to report on tickets based on tags here.

    I hope that gets you off the ground, let me know if you have questions or if I misunderstood what you were aiming at.

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  • Garba Castik
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    Hello I am also trying to get total time spent on ticket by agent/updater, however, i keep getting this error when i try your formula

    What am i doing wrong? Plus only Ticket Assignee works for HOW  when my WHAT total time spent(sec) 

    My reason for trying the formula below is to see updater level data.

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  • Brett - Community Manager
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    Hey Garba,

    I reached out to one of our Insights experts and was informed that you'll want to build the metric that's documented here: Time Tracking Recipe: The metrics you need to be measuring

    You'll also need to use the attribute Ticket Updates and not **Ticket Updates [Ticket Updates].

    Hope this points you in the right direction!

    0

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