Update Handling Time

Support - Updates HistoryCalculated Metric

Calculates the time spent on each individual update within a ticket, expressed in minutes.

Business value & use cases

The Time Tracker app shows the total time spent on a ticket, but this metric breaks that figure down into time per update.

Lets managers see how long different touches (public replies, internal notes, field changes) actually take.

Particularly useful for understanding average touch time, plus which agents take the most or least time per update.

This info isn't easily visible when looking at the total update time per ticket once it's solved.

Enables more detailed analysis of workload and efficiency at the agent level, and pairs well with the comment-split version Update Handling Time (with Agent Comments) when you want separate views for public vs internal comments.

Dataset and dependencies

• Dataset: Support - Updates History
• Type: Calculated Metric
• Dependencies: Requires the Time Tracker app (so the "Total time spent" field is populated)

The code

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Not sure how to work with the code? Check our getting started guides.

Implementation steps

1. Go to Explore > Report Builder > Support - Updates History Dataset > Start Report.
2. Select the Calculator icon for Calculations.
3. Choose Standard calculated metric.
4. Paste in the code above.
5. Validate and save.
6. Add it to reports to measure time at the update level.

Validation tips

• Test against a sample ticket that you solve after a specified amount of time (for example, exactly 1 minute).
• Then update this ticket with a further 3 minutes on the clock.
• Filter for this ticket in your report (it may take an hour or two to appear) - the average handle time should be exactly 2 minutes.

Caveats and considerations

• Only works if the Time Tracker app is installed and logging time.
• Outputs results in minutes - you may want to create parallel versions in minutes or hours.
• To display in seconds, remove both instances of "/60".
• To display in hours (really useful for longer-term analysis), change both instances of "/60" to "/60/60" (so simply divide the results by the 60 minutes that make up an hour).

Example chart

Example report highlighting per-update handling time across agents

Related metrics / attributes

[Update Handling Time (With Agent Comments)
Support - Updates HistoryCalculated Metric

Calculates the time spent on each individual update that includes an agent comment, expressed in minutes.
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