Apologies if this is available somewhere on the forum or online, but I have been scouring the internet for days with no luck.
Basically, I am helping to build a cap plan for my organization based around actual time spent per reply, not average, not first time, and not total. I need to be able to build a report that will break down the agent, ticket ID, total public comments by day, and actual time spent per comment made by that specific agent. When I attempt this report on my end, it will total all time spent for all updates per ticket, regardless of agent. For example, if agent A touches on ticket #135 maybe six times, I need to track the time spent on each of those six individual public comments left by that agent only. Has anyone had any luck tracking this data via Insights?
Thanks in advance for your help!
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