Here are some helpful tips for working with Tymeshift's Summary Report.
- Filter by Channels
- Averages Calculation
- Schedule Adherence metric visibility
- Data in # and %
- Timesheet details
- Zendesk Tags
The Channels filter shows the source where the ticket was created. You can use this option to filter the results so that it shows only tickets created through specific Zendesk channels. Check out this Zendesk Help Center article for a description of each channel.
Note: if you are using Zendesk Talk, select Phone Call. If you are using a Zendesk CTI partner, select applicable CTI options.
Averages are calculated based on the totals within the period you selected.
Let's report on Occupancy Rate over 3 days as an example:
Monday: 6 hrs Productive Time / 8 hrs Working Time = 75% Occupancy Rate
Tuesday: 5 hrs Productive Time / 8 hrs Working Time = 62.5% Occupancy Rate
Wednesday: 2 hrs Productive Time / 4 hrs Working Time = 50% Occupancy Rate
When you run a report for Monday through Wednesday, the Occupancy Rate for those 3 days will be:
13 hrs Productive Time / 20 hrs Working Time = 65% Occupancy Rate
The alternate way to calculate the average would be to add up the Occupancy Rates over the 3 days (75 + 62.5 + 50) and then divide it by 3. This would result in an average Occupancy Rate of 62.5%. If you'd prefer to use this method, we recommend exporting the data in the Summary Report and calculating it using your own internal reporting.
Whether or not Schedule Adherence is visible in the Metric tab changes depending on which filter you use in the Grouping section. It is visible in Rate metrics when the first Grouping is set to Agent or Group and accordingly, the second Grouping can be set to Group or Agent.
By default, the time spent on Channels and General Tasks are displayed in numbers. By hovering over the time, you can see the percentage it represents when compared to the total time as illustrated below.
For some metrics, if you click on the total number, more details about the Timesheets will pop up, including the ticket number. If you click on a specific ticket number, it will bring you to that ticket in Zendesk.
This feature is available for the following metrics:
- Time Metric: all except AHT and Average Solved Ticket Time
- Point Metric:
- Tickets Touched
- Tickets Solved per hour
- Tickets Solved per hour (WT)
- Tickets Received
- Unattended Tickets
- Unassigned Unattended Tickets
- Ticket Created
- Ticket Backlog
You can also utilize your Zendesk tags to view metrics. For example, if you have tags assigned to certain organizations in Zendesk you could use them to view information of the time spent working on the tickets related to that organization. The possibilities are endless!