Hi,
We have a use case where a single ticket will be assigned to multiple agents in the ticket cycle within the same group. I would like to understand whether we have a way to retrieve the number of hours the Ticket is assigned to each agent.
This would be helpful to evaluate the hours spent by multiple Agenta on a ticket since the Agent work time metric doesn't provide this drilled down data at the moment.
Hey Suresh,
I'd recommend to install and use the Time tracking app from the ZD Marketplace. It has the ability to the report on it inside ZD Analytics.
Check out the guide on this here: Setting up the Time Tracking app
When ready, you can then check out this guide here on how to report on the data from the app: Time Tracking app - Metrics you need to be measuring
This should help you with achieving what you're looking for here. :)
Best,
Amie
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