Can I create a metric to give the time spent working on each ticket during last month?

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.