See Average Handle Time for Zendesk emails in Agent Scorecard
complete
Jeremy Eckman
As a workforce manager I'd like to be able to see handle time for email tickets through the Zendesk integration. Understanding the average handle time will help better understand headcount projections as well as the performance of individuals on my team. It would be helpful to know the total time on ticket or event time to solve to understand how my team is doing with tickets.
Talal Naboulsi
complete
We've now launched email handle times based on Zendesk states! More on that here: https://support.assembled.com/hc/en-us/articles/21941584400909-Agent-average-handle-time
Z
Zircon Owl
Same. AHT is a key number to help me understand what is happening with the team and their work.
Ryan Pisuena
Same request, but in the Team Performance Report