How do I report on how long an agent actively sits on a ticket?
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.