To calculate the 'total time spent (sec)' since the ticket was transferred to our team.

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6 コメント

  • Dane
    Zendesk Engineering
    Hi Jessie,
     
    As it turns out, it will not be possible to extract the time spent on each group using "total time spent(sec)".
     
    I have also seen several tickets with this kind of request. Would you mind posting your use case to our Feedback on Explore topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
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  • Jessie Jin Saem Han

    Hi Dane!

    It'd be great if you did that.
    Other teams in our company are having a same problem calculating the cost because we can't get the exact working time.
    I hope it will be developed.

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  • Joyce Gianan

    Is there a chance for us to get the calculated metric formula for total time spent (sec)? we don't have this metric by default.

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  • Gabriel
    Zendesk Customer Care
    Hi Joyce,

    You can do this by using the Time Tracking app and Explore. To create custom metrics to report on time tracking in Explore, see the article: Time Tracking app: metrics you need to be measuring.

    I hope this helps! Thank you!
     
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  • Joyce Gianan

    Hi Gabriel, 

    I don't think the time tracking app feature is activated for us. I have been looking at those articles previously. When time tracking app is not enabled, do we have other means to determine ticket handle time?

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  • Gab Guinto
    Zendesk Customer Care
    Hi Joyce,

    You'll need the Time tracking app installed in order to have the time spent/time tracking metrics available in Explore reports. At this time, I'm afraid this app is the only native and officially supported means to measure time spent by agents on tickets. Other native duration metrics in Explore like resolution time and requester wait time may offer an alternative insight into agent activity, but these wouldn't be as granular as the Time tracking app and metrics which measure the actual agent update/handling time. 
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