hi I think it would be incredibly valuable to many Zendesk customers to see how much time is spent by agents on public comments vs. internal notes. With the current data schema it appears this is not possible. I attempted to run the following query and received incorrect data:
Metrics "Total time spent" and "Time spent last update"
Column: Comment type
Rows: Update ID
The data that is returned does not show the time spent through out the ticket's life. It also does not show a breakdown by internal / external.
I think many customers would be shocked to realize how much time their agents spent on note taking, currently its hard to back up this claim without sitting over an agent's shoulder to watch them as they go about their workflows.
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