We have begun to refocus our efforts on time tracking, but I have difficulty reporting on it. We want to see how much time our agents are spending on tickets each week, with the eventual goal to be able to track which types of tickets are absorbing the most time.
I have started with 2 simple reports, one that gives total time for the week, and one that breaks down each ticket and the time spent. The issue I am finding is I do not see a good date type metric to use. We initially tried using date updated, but that brought in WOs when they changed to a closed status. I am currently using date assignee updated, but that still does not really give me what I want to see.
From exporting one of the time logs to CVS I can see that there is a date component to each time stamp, however I cannot find the field to use in gooddata. An example is one ticket had 4 time entries for 6/17 totalling 1 hour and 15 minutes. Now on Monday the agent made a change to the WO, and now my report shows 1 hour and 15 minutes spent on that ticket last week, which is not the case.
Is anyone aware of a date metric I can use or create that will allow me to see time entered on a WO for a particular time frame? If not do you have some good time tracking reports you created that you would like to share with me?