Question
How do I report on how long an agent actively sits on a ticket?
Answer
Yes, you can do this by using the Time Tracking app and Explore. To create custom metrics to report on time tracking in Explore, see the article: Time Tracking app: metrics you need to be measuring.
To build this report in Explore, use the Support: Updates history dataset, add a Filter for Update Date and filter it to only include time spent during the last month.
For all our Explore recipes, see the article: Explore recipes reference.
4 comments
Rudy
How about the time spent by agents in tickets for a given time (month, week, etc.)?
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Matt
Yes, you should be able to see this for different time frames, like week for instance. This would involve just selecting a different time frame in the query filter for that step.
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Jennifer Gillespie
What about seeing how much time each agent spent on a ticket (1 ticket, all tickets for 1 day)?
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Noly Maron Unson
Hi Jennifer,
You can use the recipe in the article Time Tracking app: Metrics you need to be measuring under "Example 1: Ticket handling time by ticket ID".
Hope this helps.
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