How is "Total Time Spent" calculated?

Respondida

5 Comentarios

  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Hello Ahmad Zakaria,

    Total time spent is calculated using the Time tracking app. It counts the cumulative elapsed time since a ticket is opened and kept in view until the agent clicks submit. So it is more focused on UI activity rather than SLAs.

    0
  • 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
  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    Ahmad Zakaria, that's exactly right. Probably the ticket was viewed 38 minutes after creation,  agent spent 4-5 minutes formulating the reply, and submitted on the 42nd minute since creation.

    Did you mean you want to know many many tickets moved to solved status every hour? You report may look like this..

    Make sure you filter it for a single day (e.g. today or yesterday) to get the result you want.

    0
  • 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
  • Ahmed Zaid
    User Group Leader Community Moderator
    Zendesk Luminary

    I believe this recipe is what you are looking for. You can also compare it with the distinctive count of tickets updated (since you started implementing time tracking) divided by sum of total time spent * 3600 (to convert from seconds to hours).

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk