Use the Task Close Time report to help you understand how long it takes to close Tasks.
How Data in the report is measured #
The Task Close Time report is measured using the following:
Grouping
- Grouped by Tasks. Only compare this report to other Tasks reports.
Time Anchor
- Data is time anchored using ‘Task Closed at‘ in the UI. This means all Tasks in the report have been closed.
Metrics used for the Task Close Time report #
Review the definition of each metric and how it’s used to calculate data. These are fields you’ll see in the CSV download. The columns in the report fill dynamically when the information is available.
| Scenario | Description | Comments |
|---|---|---|
| Date | Date of when Tasks were closed. | |
| Closed Tasks | Count of Tasks an Agent closed during the specified time range. | |
| Avg. Task Close Time (hours) | The amount of time (in hours) it takes on average to close Tasks. |
How the Task Close Time report is filtered #
You can filter the report using the following criteria. This is how you start segmenting the data based on what you are trying to learn. You can learn more about filters here.
Date
- The date filter on this report will correspond to the ended timestamp.
Rollup
- When changing the rollup filter (e.g., Daily), the report will show you Tasks were closed for each day based on your Date filter. For example, if your Date filter is Aug 8-10, and the rollup is Daily, then you’ll see Tasks that were closed for Aug 8, 9, and 10.
Inbox
- The Inbox column refers to the Inbox where the Task ended.
How to use the Task Close Time report #
The Task Close Time report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
| Scenario | Column Filter |
|---|---|
| On average, how long is it taking to close Tasks? | Select the desired date rangeSelect the results rollup (half-hourly, daily, weekly, etc.) Select the Inbox you’d like to report on or view results for all Inboxes Use Avg. Task Close Time metric to see the average close time for Tasks. |
| Are there certain days that the team works on/closes out more Tasks? | Select the desired date range. We suggest filtering using a 30-day filterSelect daily as the results rollupSelect the Inbox you’d like to report on or view results for all InboxesUse the Closed Tasks and Date columns to compare the numbers Tasks closed. |
| How is my Task close time trending over time? | Select the desired date rangeSelect the desired rollup you are looking to review (i.e., “Monthly,” “Weekly”) Use the results to identify trends with your Task close time. |
FAQs #
What happens when I filter the report by Inbox?
Filtering by specific Inbox(es) allows you to narrow your results by Inbox. The results will show you how many, and on average, how long it’s taking to close Tasks for a selected Inbox.
How is the Task Close Time impacted if a Task is reopened and then closed again?
If a Task gets closed twice, this is what happens. Let’s say it took 5 minutes to close a new Task. If it gets reopened and worked on again for 2 more minutes and then closed, the average close time calculation would be (5 + 7) / 2 = 6. Notice the second number in the numerator is 7. To get 7, we took the original 5 minutes + the additional 2 minutes it took to close the Tasks the second time.
