Query regarding Analytics

Hey ​@Optimus_prime , in regards with the first question, you can only share the reports with agents and not requesters. If you want to share it with a requester, you need to click on the “Export” button and select “Schedule” as shown below:

Then click on “New schedule” :

Fill in the required details and enter user’s email ID in the “Send to” field highlighted below:

This will send a report to the requester based on the schedule you have set. Most probably the data they receive will be in “Pdf of Graph data” format. But if you want them to view a detailed report then the only option is to “Export” → “Download” and then share that report with requester. If you want to share only certain specific data, then go to the desired widget → click underlying data → click export → download (as CSV or Excel) → share the downloaded file to requester.

Also note that while sharing if you click “Everyone”, it only shares the report with agents and not all users. Furthermore, only agents with report access will be able to view the shared report.

To answer your second question, you can use “Elapsed time in Calendar hours” metric to view details of a ticket from creation time to resolution time in calendar hours, but I don’t think there is a “Elapsed time in Business hours” metric:

Hope this helps!