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Freshdesk Hours Tracked

The Hours Tracked metric in Freshdesk measures the time spent by agents on each ticket, providing insights into productivity, customer satisfaction, and performance evaluation.

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Hours Tracked 2.190,879

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About
Technical Details

The Hours Tracked metric in Freshdesk is a measure of the total number of hours spent by agents on all the tickets assigned to them. It includes the time spent on update activities like adding notes, status changes as well as time spent on actual customer interactions. It gives you an idea of how productive your agents are and can also help in identifying trends and patterns in ticket resolution time. This metric is useful in assessing the workload on each agent and for monitoring performance against SLAs.

Example: Hours Tracked metric can be used to monitor the time spent by support agents while resolving customer issues and track their productivity levels.

This metric has one or more equivalents:

Hours Tracked

Visualizations

Number

Used to show a simple Metric or to draw attention to one key number.

How to track Hours Tracked in Databox?

Databox is a business analytics software that allows you to track and visualize your most important metrics from any data source in one centralized platform.

To track Hours Tracked using Databox, follow these steps:

1
Connect Freshdesk that contains the metric you want to track
2
Select the metric you want to track from the list of available metrics
3
Drag and drop the selected metric onto your dashboard
4
Watch your dashboard populate in seconds
5
Put Hours Tracked on the Performance screen
6
Get Hours Tracked performance daily with Scorecards or as a weekly digest
7
Set Goals to track and improve performance of Hours Tracked

Goals

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