The "Agent Performance" report is a helpful overview of agents. One thing it's missing that would be useful for us is how many hours (billable vs non-billable) each agent recorded over the reporting period.
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Add billable and non-billable hours to agent performance report
+12Thanks for the suggestion, Adam. The time entries are available in the Timesheet report and as a workaround, you can compare the data extracted from these reports.
We're working on a new reporting suite that will enable you to define and create widgets that will track the metrics that you want to see in the reports. I'll let you know when we have an early version of the reports becomes available.
Cheers!
Better late than never, Adam!
Please try out the all-new Analytics in Freshdesk and building a custom report with the desired widgets should help you set up what you are looking for.
Cheers!
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