I am currently tracking agents based on Requester Wait Time. However, this includes on-hold time, which is with our development team or others.
Agent Work Time is a great metric for me, as I can track just what is in the control of the agents. However, this appears to not be available in explore reports.
Am I missing something? If it is not available out of the box, how can I report on this?
Are you able to give more details please?
Are you looking to see how many hours a day they are working or how active they are within each hour or how much of their day is spent working?
Hi Jack,
I have always used requester wait time as a metric for the agents. This shows the time that a ticket is in new, open, and on-hold. However, my team often pass tickets to other teams, such as development or product management, in which case the ticket is put on-hold. This time is now the responsibility of another team, so not a fair reflection on the agent.
I realised recently that there is another metric, in the SLA panels, called Agent Work Time. This only tracks new and open, so only the areas that the agent owns. This strikes me as a better metric for my team, or at least one that can be alongside the RWT.
Problem is, I can't see this in Explore anywhere, and can't add it to a report. I'm wondering how to do this.
Regards,
Steve
Hi, but that means also, that all the handled tickets have a SLA. do you have a example of fake sla, or values that we can enter for using the agent work time ? Time tracking is not accurate at all for tracking agent efficiency ( even with the sum of updated handling time on tickets per day and per agent)
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In order for Agent Work time to appear in your SLA metric you'll need to set it up first on your SLA policy.
Once you have tickets on which this SLA target has been applied, you can create a report similar to the one below.