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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.

With Databox you can track all your metrics from various data sources in one place.

Hours Tracked 2.190,879 Start tracking this metric
  • About
  • Technical Details
What is "Hours Tracked"?
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:
Harvest integration with Databox Hours Tracked

Visualizations

  • Databox visualization

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

Set Goals to track and improve your performance
Scorecards

Get your daily progress every morning with Scorecards
Metric Digest

Receive detailed weekly performance updates
Metric Builder

Built your own custom metrics with Metric Builder
Data Calculations

Set Goals to track and improve your performance
Performance Screen

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Freshdesk integration with Databox Track Hours Tracked from Freshdesk in Databox GET STARTED

Freshdesk Hours Tracked included in Dashboard Templates 1

  • Live view

    Freshdesk Tickets Overview

    Use this customizable Freshdesk Tickets Overview Dashboard Template to track your tickets and hours to ensure you deliver the best customer experience.

    Freshdesk

General

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

Specification

  • Metric Type
    event
  • Dimensional
    No
  • Decimal Digits
    No
  • Currency Units
    No
  • Granularities
    Daily, weekly, monthly, quarterly, yearly and all-time.
  • Custom Relative Periods
    Yes
  • Data Availability
    At sync, it ranges from 3 years ago to now.
  • Retroactive Data Updates
    Existing data is purged in favor of the most recent synced data.
  • Future Data Available
    No

Visualization

  • Default Format
    Duration
  • Cumulative Graph
    Yes
  • Favorable Trend
    increasing
  • Media Creatives
    No
  • Forecasts
    Yes
  • Benchmarks
    Yes

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