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.

GM

Editor

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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