Question

Report on Time spent by agent on tickets

  • 8 August 2021
  • 3 replies
  • 62 views

Hi There,

We are currently working with a customer who wants to know how much time has the agents spent on resolving tickets in a week and in a month.

 

Can this information be extracted?

 

Thank you.

Best,

SPR


3 replies

Userlevel 4
Badge +6

On screen time of an agent on tickets is not stored in any of the fields but total time based on SLA can be reported like below

 

Userlevel 7
Badge +14

Hello @Srao, there is also an app in the marketplace that you could use to help with this use case

 

Userlevel 4
Badge +6

Hi @Srao,


Greetings!

We also have Time-Spent reports available within the Analytics module. This solution article should help you configure such a report in your instance: Setting up Time Spent Reports

 

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We hope this helps!

 

Warm Regards,
Sanofar
Team Freshservice

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