Question

Exporting AHT data for BI solutions

  • 7 November 2022
  • 0 replies
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Hi all,

How do you other Freshdesk users measure and report on Average Handling Times by agents?

We have recently abandoned the use of a Marketplace app to track how much time agents spend on tickets. This uses the Timelogs feature in tickets, which can be reported on at Reports > Timesheet Summary as well as on the API endpoint: https://developers.freshdesk.com/api/#time-entries

Recently, we've moved on to the newly added Average Handling Time feature by Freshworks. We found that we're only able to report on the entries through the Curated report provided by Freshworks/Freshdesk. The entries aren't available through API which is a great strain on our Business Intelligence efforts. 


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