When trying to set up an Explore recipe to report on agent handle time, the results looked weird. In QA'ing the tickets I noticed that some tickets were displaying "No timelogs to display" in the Time Tracking app. This does not correlate to Admin vs. Agent roles, nor does it only affect certain agents. I also see that it may affect an agent one day but not another.
I've tried updating the Time Tracking app to not be hidden from agents to see if that helped (currently configured with Display Time Logs to Agents and Autopause enabled and no restrictions). Looking at my Explore query in progress I can see that public replies by the agent are noted but no time was logged.
Is there a minimum time required to register in the time tracking (such as 10 seconds)? Are there any obvious/likely operator error things to check?
If it matters, my handle time formula was copied from https://support.zendesk.com/hc/en-us/articles/360022186134-Time-Tracking-app-metrics-you-need-to-be-measuring