Steve Morrell
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Steve Morrell comentou,
Hi Jack, I have always used requester wait time as a metric for the agents. This shows the time that a ticket is in new, open, and on-hold. However, my team often pass tickets to other teams, such ...
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Steve Morrell criou uma publicação,
How can I track Agent Work Time in Explore?
I am currently tracking agents based on Requester Wait Time. However, this includes on-hold time, which is with our development team or others. Agent Work Time is a great metric for me, as I can tr...
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Steve Morrell comentou,
Hi Ronen. I have the same use case as you. "On-hold" means with development or similar, so requester wait time and agent work time are valuable for different reasons. One tracks company performance...
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Steve Morrell comentou,
+1 for this also. We are finding senior users at our customers want to keep in the loop on what their team is doing, and an easy solution for this would be great.