I am new to Zendesk and have been struggling with getting the metrics we need to track on a regular basis. Specifically, I am looking to find the top 10 customers in terms of time spent supporting them. For example, per week, ACME SAFE Co. - 2 hours, AJAX Stage Coaches - 1.5 hours, Pete's Custom Anvils - 1.25 hours...and so on. It seems pretty straight forward and maybe after a little more time with the program, it will be. But, for now, I could use a little push to get started.
Queries/Metrics
Hi John, in order to get started with Time Spent metrics you'll need to use the Time Tracking app. Once you start tracking time on your tickets, then you can use these recipes to create custom metrics. Then you can add the metrics (specifically you'll want the Total Time Spent which is the SUM(Update Handling Time) metric in that linked article) to your query and select the organizations as your attributes. Hope that helps!
Hey John - some alternative thoughts to Chris's idea, if you feel like Requester Wait Time metric might capture correctly the time you spend on tickets (depends on how granular you need to be since this is a metric at the ticket level, and not at the agent/group level). If so, you can use this metric in your query and use Results Manipulation > Top/Bottom to show the top 10 results after sorting (Results Manipulation > Sort).
This metric does show the total time the ticket is assigned to your agents, not just the time they were actually working on the ticket. If you need that info, you will need the Time Tracing app that Chris mentions.
If you need to get fancier and show the work in the past 7 days or previous week only, consider creating a Date Range Calculated metric: https://support.zendesk.com/hc/en-us/articles/360022184194-Adding-time-and-date-calculated-metrics
John I just wanted to give you a shout-out for your examples. 😂
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