I am trying to create a recipe that will allow me to see how much time agents have spent on ticket updates during a specific timeframe, regardless of whether or not the ticket was created or solved during that timeframe.
Currently, for metrics I have SUM(Total time spent((hr)), which is a custom metric made to convert [Total time spent (sec)] into a more digestible format.
For columns I have updater name. I am using this rather than assignee name because people can spend time on updates as an assist rather than as an assignee, so using updater name should capture all updates made by agents whether they are the assignee or not.
Finally, for filters I am using a time filter for "Update - Date" to get my relevant time frame.
The issue that I am running into is that I think this recipe captures any time spent ever on tickets that are updated within the time frame, not just the time spent on updates during the time frame.
Is there a better way to create this query such that it will actually work to capture agent productivity during a specific timeframe?
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