Reporting for Internal Groups/Collaborators

Hi ​@Imagine360 

Greetings from Freshworks Community

You can also run analytics on Collaborator actions. To do so, you must meet the following conditions:

• Collaborators are added to internal groups for which you'll run analytics.
• Collaborators have the privilege to edit ticket Status.
• Ensure Collaborators change ticket status after contributing to a ticket.

Now you can create reports on Collaborators. The following example tracks private notes added and resolution time.

1. Go to Analytics and click New Report.
2. Click "Untitled Report" and provide a suitable name, such as "Collaborator Performance".
3. From the Add Widgets panel, drag and drop a Chart onto your report.
4. In the Chart Configuration panel, configure your chart.
   1. Name your chart "Private Notes".
   2. In the Metric dropdown, type and select Private notes by agent.
   3. Click the Group By button and type and select Internal agent name.
   4. Review your chart and click Apply.
      
5. Click Add Widgets and repeat steps 3 and 4 with the following configuration.
   1. Name your chart "Resolution time".
   2. In the Metric dropdown, type and select Time spent in business hours.
   3. Click the Group By button and type and select Internal group name.
   4. Review your chart and click Apply.
      
6. In the top-right corner, click Save to save your report.

Let me know if you need further guidance or assistance, please feel free to drop an email to support@freshdesk.com and we would happy to assist you further.