Zinc’s Hotline analytics capabilities give teams insight into how Hotlines are used at an organization.  The data shows how many requests are being sent to Hotlines, who is using the hotline, and which staffers are responding.  It's also easy to see how quickly hotline staffers are responding to requests, and how long it takes for requests to be resolved.

Hotline Request Data Overview

Hotline analytics data includes a row for each request sent to the hotline during the specified time period.  The row includes the hotline the request was sent to (the "hotline" column), the person who sent the request (the "requester" column), and the hotline staffer who claimed the request (the "owner" column).

Hotline Request Event Timestamps

Hotline analytics data also includes several timestamps, which indicate when important events in the request lifecycle happened. All timestamps are in Universal Coordinated Time (UTC).

“opened at” - The time that the requester reached out to the hotline. It’s the timestamp of the message that they sent to the bot which caused a request to be created and sent to all of the hotline staffers.

“claimed at” - The time when a staffer first joined the request conversation, causing them to become the request owner.  Typically staffers claim requests by clicking on the request in their request feed. It is also possible to claim a request by clicking on the join link in the message forwarded to the hotline queue conversation; if no staffer has joined the conversation since the request was created and a staffer clicks on the join link then they will claim the request.  Only the first staffer to join the conversation since the request was created claims the request.  If, later on, other staffers join the conversation with the requester the “claimed at” time does not change - it always represents the time that the first staffer claimed the request.

“first response at” - The time when a staffer first sent a message in the request conversation. Any kind of message will trigger "first response at" to be recorded - text, photo, video, file, thumb, or audio.

“last interaction at” - The last time that anyone, either requester or staffer, sent a message in the conversation before the staffer clicked the “Done” button. 

“closed at” - The time when a staffer clicked the “Done” button, marking the request done and removing themselves and other staffers from the conversation.

Hotline Request Activity Times

The request data includes several times, measured in milliseconds, which represent the time from when a request was created until when a lifecycle event happened.

“claim time” - From “opened at” to “claimed at”

“response time” - From “opened at” to “first response at”

“interaction time” - From “opened at” to “last interaction at” 

“resolution time” - From “opened at” to “closed at”

Did this answer your question?