I've had a look through the various threads trying to find a solution to this but no joy yet. I'm trying to create a report which will show me the time between a ticket being created/updated and the response time per interaction. This has to show the actual time spent and not avg, min, max. I'm looking for something that will deliver the below.
Ticket ID Date/Time Updated Updated By Response Time
777 15.02.18 15:00:00 Customer Name
777 15.02.18 15:05:00 Agent Name 00:05:00
777 15.02.18 16:00:00 Customer Name
777 15.02.18 16:10:00 Agent Name 00:10:00
I can then use this information to see which staff members are proactively monitoring the ticket board and who is not. I've tried playing with the report builder but not been able to find the right fields.
Is anyone able to help me?
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