Possible Queries:
- 1. I am using AHT and I am seeing a huge number in the logged time when I actually spent a few minutes on the ticket. Why?
- 2. The logged time is incorrect or not logged when compared to reports. How can I fix this?
Resolution Path:
1. I am using AHT and I am seeing a huge number in the logged time when I actually spent a few minutes on the ticket. Why?
If the customer has enabled the below-highlighted option under Admin>Average Handling Time, then the timer will start running even if the ticket is in an unassigned state. Screenshot for reference:
That could be a reason as to why they might be seeing a huge number in the clocked state. We can suggest them disable this as per their workflow.
2. The logged time is incorrect or not logged when compared to reports. How can I fix this?
If the customer reports inaccuracy in numbers either via Time Log or AHT functionality, you can follow the below troubleshooting steps:
For AHT:
-> Check with the customer if there are any browser extensions that are preventing the AHT timer from running. If yes, you can suggest them disable it.
-> If the ticket is viewed from a mobile app then the timer will not run.
-> Check the agent timezone
-> Check the Helpdesk timezone
-> See if there are any discrepancies between the 2 and that is causing the problem.
-> Compare the data with the Analytics report.
-> Get OA access and analyze the case.
-> Look for recent tickets and raise an L2 ticket if further analysis is required.
For Time entry:
-> Check the agent timezone
-> Check the Helpdesk timezone
-> See if there are any discrepancies between the 2 and that is causing the problem.
-> Compare the data with the Analytics report.
-> Get OA access and analyze the case.
-> Look for recent tickets and raise an L2 ticket if further analysis is required.