The Recent Activity section in the top right can be helpful to see what activities are happening with everyone who uses the system, but it would be so much better if you could filter this Activity section by Agent or Agent Group.
If I need to tell the story of what my Agent(s) are doing today, I have to rely on Date Modified timestamps on the tickets in their queue, the number of tickets they received today on a dashboard icon, number of tickets resolved today on another dashboard icon, and then reviewing the activity log of each individual ticket that the Agent worked on that day. Sometimes I have to export the activity log into an Excel spreadsheet to really see the Agent’s activity on that ticket. For me that’s like at least 3-5 different screens that I need to view, and a good amount of time spent exporting activity logs to put together a report and build a timeline of the Agent’s activity.
The Recent Activity would be much better if I could filter it by Agent or Agent Group. I don’t need to see many of the Agents on other teams and it would help me save time when putting a report together on how an Agent’s time was spent on a specific day. It would be so helpful to track where their time is being spent (or not being spent).
It would also be helpful if there were time stamps and not just “hours ago” activities.
