Steve Morrell

From the point of view of Explore, where you can see if end users or staff members have viewed article, do light agents could as end users or staff?

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 as development or product management, in which case the ticket is put on-hold. This time is now the responsibility of another team, so not a fair reflection on the agent.

I realised recently that there is another metric, in the SLA panels, called Agent Work Time. This only tracks new and open, so only the areas that the agent owns. This strikes me as a better metric for my team, or at least one that can be alongside the RWT.

Problem is, I can't see this in Explore anywhere, and can't add it to a report. I'm wondering how to do this.

Regards,

Steve

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 track just what is in the control of the agents. However, this appears to not be available in explore reports.

Am I missing something? If it is not available out of the box, how can I report on this?

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, and the other tracks team performance.

I can't figure out how to measure Agent Wait Time in a report. You say that you have done so. Could you share how you did it?

Thanks,

Steve

+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.