I see a number of “time spent” calculations in the Analytics module, all of which have their place. I do not, however, see the time-spent metric my stakeholders and I want, which I’ll call “active time spent”.
Active time spent: sum of the time a ticket was in a non-pending (Open) state, i.e. when the SLA clock was running. We want our tickets to be processed and resolved in a timely manner, but we don’t want our agents to have tickets in a pending state counted against their success. When a ticket is waiting for a requester to respond, that’s on the requester, and we want our metrics to show our appropriate use of time and effort. Naturally we’ll want to slice this by agent and by agent group, among other options, to gain insight into our work flow.
An additional/alternative option would be ticket time spent by non-Resolved/Closed status, which would show Open, Pending, and other custom status options. We have several status options like, but not the same as, Pending, and this would provide some visibility in how often those status options are used and how much time tickets spend in them.
