Measuring Update Handling Time in Zendesk
How do I measure update handling time in Zendesk?
To measure update handling time in Zendesk, you need to create a standard calculated metric in Zendesk Explore. This involves using the Time Tracking app to track the time spent on each update by agents.
First, ensure you have the Time Tracking app installed and configured. Then, in Zendesk Explore, create a new report using the 'Support - Updates history' dataset. Use the formula provided in the help docs to calculate the update handling time in minutes or hours. Once the metric is created, you can use it in various reports to analyze agent performance or complex workflows. For more details, check theoriginal help doc.
More related questions
What do I need to measure update handling time in Zendesk?
To measure update handling time in Zendesk, you'll need a few things set up. First, you need Zendesk Explore Professional or Enterprise, and you must have Editor or Admin permissions. Additionally, the Time Tracking app must be installed and…
How can I create a report for update handling time by agent?
Creating a report for update handling time by agent involves using the standard calculated metric you created in Zendesk Explore. This allows you to visualize which agents have the highest average handling time. Start by creating a new report in…
What is the difference between update handling time and total time spent?
Update handling time and total time spent are two different metrics in Zendesk. Update handling time measures the time an agent spends on each update, while total time spent includes all time logged by agents on a ticket. Update handling time is…
How can I troubleshoot formula errors in Zendesk Explore?
If you encounter formula errors in Zendesk Explore, it's important to check your calculation syntax carefully. Common issues include missing parentheses or incorrect field names. Review the formula line by line to ensure all elements are correctly…
Can I measure first or full resolution times by an agent?
Yes, you can measure first or full resolution times by an agent in Zendesk. This involves using a different formula than the one for update handling time. To calculate the time until the first solve, you can use a formula like 'MIN(Ticket solved…
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