I have downloaded the export of daily ticket activities, which has been helpful to see agent productivity. However, it doesn’t tell the whole story, since idle time could be explained by an empty queue (i.e., no tickets in “Open” status). It would be great if there was something in Analytics that would automatically ping a certain queue/view for unassigned tickets and compare this against agent activity. For example, we have a goal of monitoring the queue for unassigned tickets every 20 minutes. Analytics could run a check to see if any unassigned tickets were created > 20 minutes ago AND if there was no agent activity during that time. It could show as a productivity violation in a chart or, it would even be ideal to set up an email notification for this. I’m hoping this would solve the problem of agents spending too much time on breaks when we’re drowning in tickets.
