The Task Summary gives you an overview of Task activity and helps you see how Tasks are being handled overall.
How data in the report is measured #
The report is measured by the following:
Grouping
- Grouped by Task and Time granularity.
Time Anchor
- Data is time anchored using the ‘Task Last Closed At’ event.
Metrics used for the Task Summary #
Review the definition of each metric and how it’s used to calculate data. These are fields you’ll see in the CSV download. Data may change if Tasks are reopened and closed again because the “Last Closed At” time will be changed.
| Metric | Description | Comments |
| Task Metrics Closed At Dynamic Formatted | Timestamp when the Task was last closed | This is also the time anchor for the report |
| Count Total | Count of Tasks | |
| Count with Comments | Count of Tasks with comments | |
| Count Closed Before Due | Count of Tasks last closed before the current Due Date | |
| Count Closed After Due | Count of Tasks last closed after the current Due Date | |
| Avg Created-to-First Closed Time | Average duration of time between Created to First Closed | |
| Avg Created-to-Last Closed Time | Average duration of time between Created to Last Closed | |
| Avg Created-to-Due Time | Average duration of time between Created to the current Due Date | |
| Avg Last Due-to-First Closed | Average duration of time between the last Due Date to First Closed | |
| Avg Last Due-to-Last Closed | Average duration of time between the last Due Date to Last Closed | |
| Avg Number of Comments | Average count of comments on each Task | |
| Avg Number of Commenters | Average count of users who commented on each Task | |
| Avg Number of Followers | Average count of users who follow each Task | |
| Avg Number of Inboxes | Average count of Inboxes each Task was assigned to, including the inbox assigned upon creation | |
| Avg Number of Agents assigned | Average count of Agents each Task was assigned to, including the agent assigned upon creation (if applicable) | |
| Avg Times Closed | Average count of times each Task was closed | |
| Avg Times Reopened | Average count of times each Task was reopened | |
| Avg Times Due Date Edited | Average count of times each Task’s Due Date was edited | |
| Avg Times Content Edited | Average count of times each Task’s content was edited | |
| Avg Task Handle Time | Average total amount of time spent viewing the Task panel for each Task, by any Agent |
Note – For metrics that are durations of time, the report in the UI will show time in d:hh:mm:ss (Days, Hours, Minutes, Seconds) format, while the downloaded CSV will show time in raw Seconds.
How the Task Summary report is filtered #
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
Date
- When filtering by date, you will see Tasks that were last closed within that range.
Rollup
- Each row represents information for any Task that was last closed during that given time granularity, as selected in the Rollup.
- When changing the rollup filter (e.g., Daily), the report will show you Tasks that were last 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 last closed on Aug 8, 9, and 10.
Team
- When filtering by Team, you will see all the Tasks last closed by Agents in that team.
Inbox
- When filtering by Inbox, you will see all the Tasks last closed in that Inbox.
How to use the Task Summary report #
The Task Summary report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
| Scenario | Columns |
| n/a |
FAQs #
When I run the report for the same time range on different days, I see slightly different results. Why is that?
The Task Summary includes all Tasks that were last closed within the range of time you provide. Sometimes, Tasks can be reopened and closed again, which changes when they were last closed.
