Total time spent (sec) - how is this calculated? | Community
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Total time spent (sec) - how is this calculated?

  • March 5, 2020
  • 6 replies
  • 0 views
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How is the attribute, total time spent (sec), calculated? Is this value defined by the amount of time a ticket has been viewed by at least one agent? Or is it defined by the amount of time a ticket is being actively worked on by an agent (edited by agent or agent engaging with customer, etc.)?

I ask because the total time spent (sec) on several tickets in our set looks extremely high for what I assumed this attribute would measure; namely, the amount of time a ticket is being actively worked on.

I was unable to find a definition for this attribute. 

    6 replies

    Chris124
    • Chris124
    • March 5, 2020

    Hi David,

    Total time spent (sec) is tracked by the Time Tracking app and is the time when an agent is working/looking at the ticket before saving it. Certain options on the app can allow the agent to pause or reset the counter, or confirm the time they spent on the ticket before updating it. This is determined in the app options.

    You may want to check out this article which goes into more depth on using the Time Tracking app and understanding the metrics that it provides:

    Setting up the Time Tracking app

    Using the Time Tracking app

    Hope this is useful!

    Chris

    D
    • David98
    • Author
    • March 5, 2020

    Hi Chris, thanks for your response!

     

    Does the Time Tracking app include idle time in the calculation for "Total time spent (sec)"? 

    Devan
    • Devan
    • March 6, 2020

    Hello @David Aigler,

    So it does but, only if it is submitted. To break this down more, it only includes the time that is submitted by the agent when they submit the ticket, So if you view a ticket for 30 mins and make no changes, it won't track that as it cannot. But if you are on it for 30 mins and submit a change, then it would.

    Best regards. 

    D
    • David98
    • Author
    • March 6, 2020

    Thanks Devan,

    So let's say, for example, an agent has 2 tickets open at the same time (ticket A and ticket B). The agent is actively working on ticket A for 20 minutes, while ticket B remains idly open. After working on ticket A for 20 minutes, the agent submits the ticket and closes it out. Next, the agent moves on to ticket B, spending 1 minute making minor changes before submitting it and closing it. 

    Would the Total time spent (sec) on the tickets be:

    Ticket A: 1200 sec (20 minutes)

    Ticket B: 1260 sec (21 minutes) ?

     

    -David

    Brett13
    • Brett13
    • Community Manager
    • March 11, 2020

    Hey David,

    The Time Tracking app will only track the time while the ticket is open in the agents view. If an agent opens Ticket B but then navigates to Ticket A, then the clock for Ticket B should pause until the agent navigates back to that ticket.

    Let me know if that doesn't make sense!

    D
    • David98
    • Author
    • March 11, 2020

    Hi Brett,

    Thank you for clarifying. I appreciate the distinction you described, as per our workflow our agents usually have more than one ticket tab open at a time. If the app were to track "Time spent (sec)" for each ticket as simply start: ticket being opened --> end: ticket being submitted, the metric would not accurately describe the active time being spent on each ticket. It makes sense, from our experience, to have the app account (subtract) any time lost through inactivity.

    Thanks for your assistance, Brett and Devan.  

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