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Reports: Time Spent
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Time spent report in HappyFox allows you to track time spent on the lifecycle of individual tickets. Here, you can generate a report on the time spent on a ticket, and narrow down by assignee/contact that was involved in the ticket.

Available on all pricing plans.

Heads up: Time Spent report is being rolled in batches out to all HappyFox accounts. In case you would like to get access to this report sooner, send an e-mail to support@happyfox.com and we'll prioritize your request.

Navigation:

Go to Reports >> Time Spent (From the module switcher).

 

 

 

🔐 Permission Alert: The Visibility of this report is governed by managerial permission - "View Time Spent Reports". Read more about Reports Permissions here.

How to set up the Time Spent report?

  • Choose the desired Categories for which you want the report statistics to be based upon.    
  • Select the time period for the report. The report statistics will populate based on the time spent value on tickets that werecreated during the selected time period.

 

Report Logic : The Time Spent report would sum up all the time spent records for a ticket created during the time period specified.

 

Summary Pane:

Overview tabs in the summary pane give you a gist on overall time spent statistics statistics. These metrics are calculated based on the categories and time range specified for this report.

 

Total Time Spent: This metric will measure the total time spent on each of your tickets created during the timeframe specified.

Avg Time Spent per update : This metric will measure the average time spent on each individual ticket update for tickets created during timeframe specified.
Avg Time Spent per ticket: This metric will measure the average time spent on each individual ticket created during the time frame specified.

 

 

Time Spent by Agent:

This widget visualizes the distribution of agent across time spent metrics like total time spent, average time spent per update and average time spent per ticket in a tabular fashion for quick comparison. 

 

Note: A maximum of 100 agent will be displayed in the widget. If you want to quickly narrow down to a specific contact, you can use the "Search" functionality. You can also use sort to find the lowest/highest values for every time spent metric.

 

 

 

Time Spent by Contact:

This widget visualizes the distribution of contact across time spent metrics like total time spent, average time spent per update and average time spent per ticket in a tabular fashion for quick comparison. 

 

Note: A maximum of 100 contacts will be displayed in the widget. If you want to quickly narrow down to a specific contact, you can use the "Search" functionality. You can also use sort to find the lowest/highest values for every time spent metric.

 

 

 

 

Frequently Asked Questions:

1) Do deleted tickets account for Time Spent report statistics?

A: No. Deleted tickets are not taken into consideration in the Time Spent report. Similarly, deleted categories are also not reported.

 

2) Are zero values for metrics displayed in the Time Spent Report?

A: No. All entries with values >0 are reported in the Time Spent report.

 

3) Are deactivated agents taken into consideration for Time Spent statistics?

A: Yes. deactivated agents are taken into consideration in the Time Spent report, provided they have some reportable data.

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