tymeshift offers the ability to run reports based on different agent groups in Zendesk. We created this option because Zendesk allows agents to be in multiple groups and tickets can be assigned to groups agents are not part of.
This option is named Combine all metrics into agent's default group and is located in the Summary Report under the parameters section. This option appears once you select Group as a filter.
- Combine all metrics into agent's default group is unchecked
- Combine all metrics into agent's default group is checked
Note: in Settings, you can select to combine the metrics to the agent's default group by default. tymeshift pulls the agent's default group from Zendesk and you can see the examples below how logic changes when you tick and untick this option.
Combine all metrics into agent's default group is unchecked
The table below shows how tymeshift determines which Group time/productivity should be allocated:
| TASK TYPE | TICKET ASSIGNED GROUP & AGENT | AGENT LOGGING TIME | GROUPS AGENT WHO IS LOGGING THE TIME IS IN | RESULT OF WHERE TIME IS RECORDED | Explanation |
| Ticket | Support\John Doe |
John Doe |
Support (Default Group) |
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 assigned to a different agent than the one logging time. Since the agent who is logging time 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 this agent in the group that the ticket is assigned to. Thus, the agent's time will be saved under his default group (see an example below). |
| General Task | N/A | John Doe | Support (Default Group) Admin IT |
Support\John Doe | The time recorded on General Tasks is always saved under the user's default group. |
| Untracked Time | N/A | John Doe | Support (Default Group) Admin IT |
Support\John Doe | The time recorded on Untracked time is always saved as the user's default group. |
To break down one of the examples: if a ticket is assigned to one agent that is a part of one group but it has been worked on by a different agent that is a part of a different group, time on the ticket will be tracked against the default group of the agent.
Example:
• Ticket #123 is assigned to Agent A (a member of Support group)
• Ticket #123 is being worked on and updated by Agent B (a member of Sales group and NOT a member of Support group) while the ticket #123 is still assigned to Agent A
• When the report for the Sales group is run, you'll see that time logged will appear under this default group (even though the ticket was assigned to the agent in the Support Group).
• If you run the report for the Support group you will find that there will be no time logged for the activities agent did as he is not part of the Support group.
Combine all metrics into agent's default group is checked
If the box Combine all metrics to agent's Default Group is selected then the above reporting logic will be ignored, and instead, all data will be combined into the agent's default group, regardless of the Group the Ticket was in when it was tracked.
Additionally, if an agent simply changes groups within the ticket without submitting this change and continues working on it, it will be tracked in the initial group the ticket time was tracked on.