Ticket timelines and interaction time

In surfer shift timelines, interactions are now grouped by ticket, giving you a deeper insight handle times, concurrency, working styles and more.

We’ve introduced a new metric, interaction time, which estimates the amount of time surfers spent working on each ticket.

This is done by grouping interactions on the same ticket that happen within a reasonable time of each other. These are then presented as ‘sessions’ of work on a ticket, giving you a more realistic insight into handle times.