Recette Explore : Application Suivi du temps : mesure du temps de traitement des mises à jour

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Eugene Orman

Zendesk Product Manager

Modification le 05 mars 2025

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17 commentaire

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      Crlll Brown

      I am currently working on calculating the average time spent by an agent per week over a specified period. For instance, if we are in week 15, I aim to sum the hours from weeks 1 through 15 and then divide this total by the number of weeks.

       

      However, applying the average formula as described seems to yield the average of individual updates within a single week, rather than the average time spent across multiple weeks.

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      raphael peguet

      SUM seems way more accurate than AVG for showing time spend by agents on a ticket

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      Himanshu Baghel

      Hi Team,

      Is it possible to add the first assigned time and first reply time along with the updater handled time where we can see each assignee's data in this same dashboard? 

      Also, I am unable to see any data under the handling time using the same formula shared above. Could you please help me with this. 



      Thank you,

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      James G

      Hello Sarthak,
       
      An update is registered the instant an agent clicks on "Submit as…". Changing the ticket status isn't required for the update to be logged. For example, if an agent opens a ticket with the status set to Open, the Time tracking app begins timing immediately. Regardless of whether the agent submits it as Pending or resubmits it with the same Open status, the time spent is accurately recorded within the ticket. More details here - Reporting on time tracking in Explore.
       
      Also, the time spent by all agents on the same ticket is tracked, which allows for the compilation of a report detailing individual updates made by every agent within that ticket.
       
      Here's a brief example of what the reporting might look like. Suppose Agent1 spends approximately 10 minutes on Ticket1 and Agent2 spends about 5 minutes on the same ticket (Ticket1). In Zendesk Explore, you can create reports depending on the kind of data you are trying to obtain.
       
      Sample 1 - If your goal is to get the individual updates made by Agents 1 and 2, then you need to create your report using the Updates history dataset by following our recipe here -Explore recipe: Time Tracking app - Measuring update handling time. Using this recipe, you should be able to come up with data like this:
       
      Agent1 = 10 minutes (Update handling time)
      Agent2 = 5 minutes (Update handling time)
       
      Sample 2 - If you are interested in just getting the total time spent by all agents on the same ticket, then you should use the recipe we shared here - Explore recipe: Time Tracking app - Measuring ticket handling time. Using this recipe, you should be able to come up with data something like this:
       
      Ticket1
      15 minutes (Ticket handling time)
       

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      Sarthak Sahu

      Hi team,
      I have a query. The process i am working on involves multiple secondary agents. The reports using Time tracker is tracking everything under the name of the end secondary agent and nothing for the intermediaries. My task is to find the time taken by each of the intermediary secondary agent. 
      Any help is appreciated. 

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      Sarthak Sahu

      Hi team,
      I have a query. The process i am working on involves multiple secondary agents. The reports using Time tracker is tracking everything under the name of the end secondary agent and nothing for the intermediaries. My task is to find the time taken by each of the intermediary secondary agent. 
      Any help is appreciated. 

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      Sarthak Sahu

      Hi team,
      I wanted a clearer understanding of Total spend time and update handling time. It would be great if you could explain with an example. What does an update mean? is it based on change in status? 

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      Katie Mc Dougall

      Hello, the minute code is replying with the following error
      “There's an issue with the formula. Check your calculation syntax and try again”

      Can you also let me know what language this is in?

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      Velotric Customer Support

      Hi Gavin, 

       

      Thanks for the fix. I tried your fix. However, it still shows the error - “Check your calculation syntax and try again.” Need your help!

       

      For Zendesk Community Manager, 

       

      Can you guys check the content before posted online? This makes no sense that we spend times fixing this. 

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      Brett Bowser

      Thanks for sharing your solution here Gavin!

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