Feature Request - Choose to display the "Agent Work Time" SLA value in Tickets Views

6 Comments

  • Scott Allison
    Zendesk Product Manager

    Thanks for your suggestion! Currently, we show the next expiring SLA target. Can you explain more about why you would rather see Agent Work Time instead?

    1
  • Ronen Tamari

    Hi Scott!

    As a manager of a Support team in a B&B SaaS company, I try to divide my concerns into two kinds:

    • Tickets that are caused by bugs in our platform (requires R&D fix) and are being put in "on-hold" status in ZD - and typically take longer, when the agent can't do much.
    • Tickets that are only questions/misuse of the product that can be investigated and solved by the Support agents themselves. 

    Since the agents on my team can impact mostly the second kind of tickets (not bugs - never "on-hold"), I measure them by "Agent Work Time", as the counter for that SLA metric is also being paused when tickets are in "on-hold" status. 

    Currently, I can build a report (in ZD Explore) to analyze the "Agent Work Time", but I can't display it to the agents (in a View) to help them Prioritize correctly and be motivated correctly by the SLA I measure them on. 

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  • Scott Allison
    Zendesk Product Manager

    Thanks for clarifying Ronen Tamari that makes sense. We are looking at making it possible to stop the next reply time metric for On Hold. That would solve for your use case I think. I don't have a timeline but it's something we hope to do next year.

    1
  • Ronen Tamari

    Thanks for the feedback Scott!
    It certainly does sound like it will solve my issue!

    Is there a way to ensure that I will be notified if and when that becomes an available update/function/feature?

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  • Scott Allison
    Zendesk Product Manager

    If you're not already following Announcements I'd recommend you do so to be notified of all the big changes.

    1
  • Steve Morrell

    Hi Ronen.

    I have the same use case as you. "On-hold" means with development or similar, so requester wait time and agent work time are valuable for different reasons. One tracks company performance, and the other tracks team performance.

    I can't figure out how to measure Agent Wait Time in a report. You say that you have done so. Could you share how you did it?

    Thanks,

    Steve

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