Working time in chat

Hi @dy65, 

It seems that you have already created a report for this. You're correct, tickets can be assigned to several agents but you can still identify the total time spent by each agent depending on how you measure it. If you're measuring by the "assignee" attribute then the data will be provided to the current assignee of the ticket. However, if you're measuring it as an "updater", it will be the agent that made the update. 

Thanks for reply!

My point was about How to measure "total time spent by agent"? Is there relevant metric provided by Zendesk?
Because I decided that "duration of chat" is not equal to "total time spent by agent"? (At least it includes "waiting for user reply" time)

Hi @dy65

Thanks for your response! I checked the metrics and attributes for chat and I can see that you can use the following: 

• Engagement duration (sec)
• Engagement duration (min)
• Engagement duration (hrs)

Using this metric will retrieve the time in seconds/minutes/hours from the agent joining the chat to when the visitor or agent leaves the chat, whichever occurs first. During a chat session, the end user can interact with multiple agents. Each interaction is counted as a different engagement. You can just add an attribute "Agent name" to retrieve the agent names who joined the chats for you to measure the time properly.

I hope this helps!