Exporting AHT data for BI solutions

  • 7 November 2022
  • 0 replies

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:

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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