Managing Customer Emails/Calls

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Calculating time necessary to manage a customer email/call
Hi all,
I need to calculate the time an agent needs to manage a ticket/call, in minutes. I wouldn't sit down near him with a clock in my hand... do you know if there is a "'more technological way"?

I know that there is an add on for Zendesk (our tool), but I have some budget issue (as everybody here, I think...) so I'm finding another way to do this...

Thanks in advance to all.



Call Centre Helper

Log files or Tracking Software
The way to do this would be to use log files. I think that you can analyse these in Zendesk. The alternative is to use some form of screen recording software. This is often a facility of the call recording software that you use. The alternative would be to use a cloud based software like ActivTrak.

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