How do I see handle time by channel (chat, phone, and email)?

Handle time metrics show how long your team spends on each conversation, broken out by channel. If handle time numbers look incomplete in your reports, this article covers what's tracked for chat, phone, and email, and what you need to set up to see complete numbers for all three.

What handle time metrics are available by channel?

Assembled tracks two handle time metrics: average handle time (AHT) and total handle time. Both are available for chat, phone, and email.

Chat and phone handle time populate automatically, calculated from conversation data Zendesk already tracks. Email works differently: it depends on a separate time tracking feature that isn't turned on by default.

How do I turn on handle time tracking for email?

You have two ways to start tracking how long agents spend on email tickets:

• Install the Assembled Chrome extension and turn on Zendesk time tracking through it. See Overview & installation instructions for the Assembled Chrome extension and Zendesk time tracking via the Assembled Chrome extension.
• Move your email reporting onto the newer Tickets V2 metrics system. Contact support@assembled.com to find out if this is a good fit for your account.

How do I confirm handle time data is coming through?

After time tracking is turned on, give it some time: total and average handle time need completed tickets to calculate from. Check your report again once your team has closed a few email tickets. If values are still blank after that, contact support@assembled.com.

What if chat or phone handle time looks off?

Chat and phone handle time usually populate without any setup. If you notice unexpected gaps or missing values for these channels, especially for a specific date range, contact support@assembled.com so we can check for any calculation issues on our end.