Cam

Hi team,

I have migrated one of my dashboards to the new dashboard builder. Is there still an option to edit the dashboard link?

Thanks!

Hello David,

It seems that the steps you have indicated above regarding getting average handle time of an agent are incoherent with this article on Update Handling Time.

I have tried both ways and data inconsistent with the tickets updated by the agent. Here's a sample report. You'd see that update handling time data is not present on all tickets updated by the agent. If handling time is being recorded by the time tracking app, total time spent (min) is not accurate; I have done manual cross-checking of sample tickets and somehow the total time spent are ballooned in the report.

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.

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

Is time tracking app not working with tickets from Messaging channel? How do we get update handling time of agents in messaging tickets?

Is there a way to filter out admins/semi-admins from list of online/offline agents? All of these in screenshot below are admins.

Caveat to this is that ticket needs to be on pending status for the agent wait time counter to kick in. Still a good start. Thanks Alex!

Hello,

Is it possible to make a calculated metric that would measure time a customer replied to an agent-submitted ticket?