Understanding Update Handling Time in Zendesk
What is update handling time and how can I report on it?
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 in Zendesk Explore. Create calculated metrics based on the Changes - Previous value and Changes - New value attributes. For detailed guidance, see the Explore recipe on measuring update handling time.
More related questions
What is the Zendesk Time Tracking app and how does it work?
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…
How do I measure ticket handling time in Zendesk?
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…
Why is my time tracking data showing unusually high numbers?
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….
Does the Zendesk Time Tracking app include call times?
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…
How does the Zendesk Time Tracking app handle time when agents switch tickets?
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…
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