I feel like I'm not the only one needing this, but I don't see any requests or questions about it. We use the Time Tracking app and I've done the Time Tracking app: metrics you need to be measuring – Zendesk help. However, I need to see the total agent time. I can see from the timelogs that the information is stored somewhere and I'd love a report that showed time entries for each agent last week. So that I can see total time they are spending on tickets. Not the avg time updating, ticket total time, or organization time. How much time did John spend working tickets last week? Because if it is 2 hours a day, then might need to have a talk.
So is there a way to pull information that would show Agent worked 120 min on 4/11/2022? And possibly drill down to a list the ticket IDs that were worked? I know the Ticket ID report in the "metrics to measure" but it only shows current or last assignee and not that John worked 30 min on it before sending it to Michelle.
Please sign in to leave a comment.