Our business is currently using ADO and Project Insights to track agent time and resource planning. Engineers will put their estimated time in ADO for our weekly sprints and at the end of the week project insight is completed to total the time of each project (these include meetings, deployments, admin time, documentation) at the end of the week.
Our leadership uses this information for resource planning and time spent. I have yet to find a good solution within freshworks to meet our needs.
We have looked into project analytics as well as time reporting on tickets. The problem i am finding is that there is not a sufficient method that brings all of an agents weekly work into a single report.
I’m hoping there may be someone here who had a similar experience and how it was solved to meet the business needs.