Zendesk Hours

🧮 How do we calculate this? 

💡 Example A:

1. The Activity settings are configured to calculate an agent's activity in 15-minute increments, with a 1-hour lunch break per day.
2. Agent A began work at 7:00 and recorded their first Zendesk touchpoint at 7:05.
3. At 11:00, Agent A took their lunch break and returned at 12:00.
4. Agent A completed their work at 13:30 and logged their last Zendesk touchpoint at 13:30.
5. In total, Agent A worked for 5h and 30min.

💡 Example B:

1. We're working with the same Activity setup as in the previous example
2. Agent B began work at 7:00 and took their first coffee break at 8:00.
3. The day was extremely quiet, making it challenging for Agent B to find tickets to support, resulting in numerous time slots with no activity.
4. Agent B took their lunch break at 11:15.

5. Just prior to the lunch break, Agent B had worked for 4h and 15min.

🚨Important! Keep in mind that even if an agent doesn't log any Zendesk touchpoints during specific time slots, we still include those periods in the Zendesk Hours metric. Since the inactive time slots are shorter than the defined lunch break duration, they are counted as Zendesk Hours.

🙋 What does this mean for you? 

Zendesk Hours provide insight into the amount of time an agent actively works within Zendesk on a daily basis. To gain further insights into agent productivity, be sure to explore the Heatmap.

Combine this metric with the Average Zendesk Activity to gain a better understanding of your team's activity level!💪