How is "Total Time Spent" calculated?

Answered
image avatar

Ahmad Zakaria

Posted Mar 31, 2023

hello - i'm confused about some data differences that i'm seeing and was hoping somebody could help here.

Here's the ticket data:

Created: 12:00
Agent First Reply: 12:42
Ticket Closed: 12:43

So i would think that Full resolution time is 43 minutes, and total time spent is ~1min.

but when i run a report for that ticket, i get different data for total time spent. Can someone help me explain why?

0

2

2 comments

Date
    Newest
      image avatar

      Ahmad Zakaria

      Actually i want to know how many they can handle per hour. the difference is that we have lots of pending and on hold time in the middle, so the actual time spent by the agent isnt that much. What i want to figure out is how many agents i need, hence need to figure out what they can handle per hour (even if its not solved). Does that make sense?

      0

      image avatar

      Ahmad Zakaria

      Thanks Ahmed Zaid

      To clarify, what you're sayng for this is the ticket couldve been on the screen for the "time spent" of ~r 4 mins but the action was done at the 42nd minute of it being open?

      Separately, if i want to calculate the Tickets handled (or resolved) per hour metric, which metric should i use to track that?

      0

      Sign in to leave a comment.

      Didn't find what you're looking for?

      New post