| What | Time-based insights into where
agents are spending most of their
time (tickets, customer,
companies). |
| Why |
|
| Who |
|
| When | A department
lead wants to understand
how their team's time is
being spent and evaluate whether reasonable levels of support have been exceeded with expensive customers. |
| What | Time-based insights into where
agents are spending most of their
time (tickets, customers,
companies). |
| Why |
|
| Who |
|
| When | A department lead wants to
understand how their team's
time is being spent and evaluate whether reasonable levels of support have been exceeded with expensive customers. |
Before you
start
Applying the following affects the data displayed in Time reports:
Happiness ratings must be turned
on for the site and at least one inbox in
order to show happiness data in reports.
Access Time reports
Time reports can be found in the
site-level Reports area.
- Click Reports in the main
navigation.
- Select the Time tab.
Time log
activity
Displays a time series showing the
number of hours per day logged by
agents on all tickets in the selected
date range matching any active filters
applied.
| Metric | Purpose |
|---|---|
| Total time logged | Sum of all time logged in the
selected period. This is based
on the date each time log was
initially created. Time logs edited
within the selected period but
created outside of it are
excluded. |
| Average time logged per day | Average of total time logged during business
hours. |
| Total tickets | Count of unique tickets with
existing time logs for the
selected period and matching any applied
filters. |
| Total agents | Count of how many agents have
logged time against the
matched tickets for the
selected period and any
applied filters. |
| Metric | Purpose |
|---|---|
| Total time logged | Sum of all time logged in the
selected period. This is based
on the date each time log was
initially created. Time logs edited
within the selected period but
created outside of it are
excluded. |
| Average time logged per day | Average of total time logged during business
hours. |
| Total tickets | Count of unique tickets with
existing time logs for the
selected period and matching any applied
filters. |
| Total agents | Count of how many agents have
logged time against the
matched tickets for the
selected period and any
applied filters. |
Most expensive
tickets
A table displaying the most
expensive individual
tickets for the period being viewed
based on the total time logged by
agents on the ticket as well as the
number of agents involved.
| Metric | Options |
|---|---|
| Ticket | Displays the ticket ID. Clicking a ticket
row opens a preview of the
ticket
thread. |
| Customer | Shows the name of the customer
currently associated with the
ticket. |
| Time spent | Total time logged against the
ticket, across all
agents. |
| Number of agents | Total number of agents who
logged time against the
ticket. |
| Metric | Options |
|---|---|
| Ticket | Displays the ticket ID. Clicking a ticket
row opens a preview of the
ticket
thread. |
| Customer | Shows the name of the customer
currently associated with the
ticket. |
| Time spent | Total time logged against the
ticket, across all
agents. |
| Number of agents | Total number of agents who
logged time against the
ticket. |
Most expensive
customers
A table displaying the most expensive
individual customers for the period being
viewed, based on the total time logged by
agents across the customer's tickets and the
number of agents involved.
| Metric | Purpose |
|---|---|
| Customer | Displays the customer's name. Clicking a customer's row opens a preview of the
customer's profile. |
| Time spent | Total time logged by all agents on
all filtered tickets from the
customer within the selected
period. |
| Number of agents | Total number
of agents who logged time
against the filtered
tickets from this customer
within the selected
period. |
| Metric | Purpose |
|---|---|
| Customer | Displays the customer's name. Clicking a customer's row opens a preview of the
customer's profile. |
| Time spent | Total time logged by all agents on
all filtered tickets from the
customer within the selected
period. |
| Number of agents | Total number
of agents who logged time
against the filtered
tickets from this customer
within the selected
period. |
Most expensive
companies
A table displaying the most expensive
companies for the period being viewed, based
on the total time logged by agents across the
company's tickets and the number of agents
involved.
| Metric | Options |
|---|---|
| Company | Displays the company name. Clicking a company's row opens a preview of the
company's profile. |
| Time spent | Total time logged by all agents on
all filtered tickets from the
company in the selected
period. |
| Number of agents | Total number of agents who
logged time against filtered
tickets from the company in
the selected period. |
| Number of tickets | Total number of filtered
tickets with time logged
against them for the
company. |
| Metric | Options |
|---|---|
| Company | Displays the company name. Clicking a company's row opens a preview of the
company's profile. |
| Time spent | Total time logged by all agents on
all filtered tickets from the
company in the selected
period. |
| Number of agents | Total number of agents who
logged time against filtered
tickets from the company in
the selected period. |
| Number of tickets | Total number of filtered
tickets with time logged
against them for the
company. |