The Task Timestamps gives you detailed information about what happened to Tasks.
How data in the report is measured
The report is measured by the following:
Grouping
Grouped by Event.
Time Anchor
Data is time anchored using 'Time of event' in the UI, which is when the Task event occurred or was recorded.
Metrics used for Task Timestamps report
Review the definition of each metric and how it's used. These are fields you'll see in the CSV download. These fields also correspond to data made available in the Events API.
Metric | Description | Comments |
|---|---|---|
Timestamp | Timestamp when the event occurred, and also when it was recorded | This is also the time anchor for the report |
Event Type | Type of event | Options include: TASK/CREATED TASK/CLOSED TASK/REOPENED TASK/ASSIGNEE_UPDATED TASK/CONTENT_UPDATED TASK/DUE_DATE_UPDATED TASK/COMMENT_ADDED TASK/FOLLOWER_ADDED TASK/FOLLOWER_REMOVED |
Task ID | Gladly ID for the Task | |
Customer ID | Gladly ID for the Customer | |
Initiator Type | Entity that performed the action | Options include: AGENT, AUTOMATION (Rules), APPLICATION (action performed via API), and SYSTEM (action by the Gladly system) |
Initiator Agent ID | ID of the Agent who performed the action, if applicable | |
Initiator Agent Name | Name of the Agent who performed the action, if applicable | |
Initiator Rule ID | ID of the Rule that initiated the action, if applicable | |
Inbox ID | ID of the Inbox where the Task was assigned after the event occurred | |
Inbox Name | Name of the Inbox where the Task was assigned after the event occurred | |
Assigned Agent ID | ID of the Agent who was assigned to the Task after the event occurred | |
Assigned Agent Name | Name of the Agent who was assigned to the Task after the event occurred | |
Due Date | Due date of the Task after the event occurred | |
Prior Inbox ID | ID of the Inbox where the Task was assigned before the event occurred | |
Prior Inbox Name | Name of the Inbox where the Task was assigned before the event occurred | |
Prior Assigned Agent ID | ID of the Agent who was assigned to the Task before the event occurred | |
Prior Assigned Agent Name | Name of the Agent who was assigned to the Task before the event occurred | |
Prior Due Date | Due date of the Task before the event occurred |
How the Task Timestamps 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 any events recorded within that date range. This corresponds to the "Timestamp" field.
How to use the Task Timestamps report
The Task Timestamps report can provide detailed information based on how you slice and dice the data. Below are a couple of examples:
Scenario | Columns |
|---|---|
How to dig into activities for a certain Task. | • Filter the report on a specific Task ID. You will then see all the events that happened to it within that time range. |
Research actions taken by specific Agents on Tasks. | • Filter for a specific Agent or Agent ID in several columns, depending on what you hope to research. For example, the "Initiator Agent ID" column will show you actions performed by that Agent, while the "Prior Assigned Agent ID" column can show you when the Task is moved from that Agent to another. • You may want to pair this with filtering for certain Event Types if you're researching specific actions. |
Measure arbitrary durations of time between events. | • Measure the time between two specific events that happened to a particular Task, which may not be a duration provided in the Task Export report. For example, the duration between the first Closed At and the third Reopened At. In this case, you can filter on a specific Task ID and then find the two events you're interested in. Then, you can measure the time between the 2 "Timestamp" fields. |