The Zendesk Time Tracking app helps support managers track the time spent on customer service interactions. It records the time spent on each ticket update and stores this data with the ticket.
You can measure time spent per ticket, known as ticket handling time, or per update, known as update handling time. These metrics can be used to create reports in Zendesk Explore, providing insights into agent performance and workflow efficiency. To use these features, the Time Tracking app must be installed and configured. For more details, visit theoriginal link.
Ticket handling time measures the total time spent on a ticket from start to finish. This metric is useful for assessing individual agent performance or complex workflows involving multiple agents. To create reports on ticket handling time, use the…
Update handling time measures the time spent on each update within a ticket. This metric is useful for evaluating agent performance and workflows involving multiple agents. To report on update handling time, use the Support: Updates history dataset…
Unusually high time tracking data may result from tickets where the tracked time was left running accidentally, such as over a weekend. To identify such outliers, use the Ticket handling time by ID recipe and filter by the organization in question….
The Zendesk Time Tracking app does not automatically include call times in its tracking. Time is only added to a ticket when an agent makes an update after spending time on the ticket. For call times, you need to use the Talk Dataset to calculate…
The Zendesk Time Tracking app continues to track time as long as the ticket tab is open, even if the agent navigates away from the tab. Time tracking only stops if the agent closes the ticket tab without submitting the ticket. It's important to…