Tymeshift offers the ability to run reports based on Groups in Zendesk. Because Zendesk allows agents to be in multiple groups, a bit of explanation is required regarding how the reporting logic works in Tymeshift. 

The table below shows an example of where time goes based on the condition:

TASK TYPE TICKET ASSIGNED GROUP & AGENT AGENT LOGGING TIME GROUPS AGENT IS IN RESULT OF WHERE TIME IS RECORDED Explanation
Ticket Support\John Doe

John Doe

Support (Default Group)
Admin
IT

Support\John Doe Since the ticket is assigned to the agent that is logging time, the time is recorded to the Support Group that it is assigned to. 
Ticket IT\John Doe

John Doe

IT

IT\John Doe This example is the same as the above example, except this ticket is assigned to a different group (IT) and thus time is recorded to that group. 
Ticket  Admin\Jake Smith  John Doe  Support (Default Group)
Admin
IT
Admin\John Doe This ticket is not assigned to the agent logging time. Since agent is in the "Admin" group that the ticket is assigned to, the group is saved as "Admin".
Ticket Tier2\Jake Smith John Doe Support (Default Group)
Admin
IT
Support\John Doe This ticket is not assigned to the agent logging time, nor is the agent in the group that it's assigned to. Thus, the group is saved as the default group for the agent.  
General Task  N/A  John Doe Support (Default Group)
Admin
IT
Support\John Doe  Time recorded on General Tasks is always saved as the users default group.  
Untracked Time  N/A John Doe Support (Default Group)
Admin
IT
Support\John Doe Time recorded on General Tasks is always saved as the users default group.  

 

What does "Default Group" mean?

The Default Group for an agent is specified under the user settings within Zendesk. Tymeshift uses this setting from Zendesk. 

 

Combine all metrics to agent's Default Group

If you have the "Combine all metrics to agent's Default Group" box checked, when running a Summary Report, then you will only be able to see the data for your default group.

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Comments

  • Avatar
    Angela Olson

    Does the dashboard look at time recorded as the groups in the dashboard filter, or all time recorded by the agents in the groups?

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