Time Metrics

Agent Touch Time

Agent Touch Time tracks the cumulative duration agents spend actively working on a ticket. This includes reading, researching, writing responses, and performing actions, excluding idle time between interactions. It measures actual labor investment per ticket.

Why Agent Touch Time Matters

Touch time signals true workload and ticket complexity better than total resolution time. Low touch time with high resolution time points to workflow or dependency issues.

How to Calculate

Sum of all time periods when agent status shows active work on the ticket

In TicketBoard

TicketBoard helps you track agent touch time and related metrics from your Zendesk data. Connect your account for instant visibility.

Related Metrics

Handle Time Average Handle Time (AHT) Requester Wait Time Agent Wait Time
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