It’s best if Freshworks could provide reports on time spent by each agent on every ticket throughout ticket lifecyle, i.e. upon assigned to each agent until it was reassigned/closed. Currently the only available parameter is AHT which only capture time when agent is accessing the ticket, but not able to track time passed when the ticket is left unattended upon assignment.
New Idea
Actual Time spent per agent instead of Average Handling Time
Hi Jyceas,
You can find the data you are looking for by doing the following:
- Add metric: time spent in business hours
- Add Agent name in group by
- Choose tabular visualization or go to underlying data → ‘time spent in business hours as a column to get ticket level data
Let me know if this works. Happy to help you otherwise
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