ITSM Agent Productivity/Utilization Report

arun_tirumala · ‎12-15-2023

Hi,

I am looking for agent utilization and availability reports on monthly totals (how much time has been spent by an agent on the ticket, excluding the non-productive hours of on-hold/awaiting info, etc). Please suggest if this is available OOTB or if the data/metric is available in any table.

Please let me know if it is possible without Performance Analytics.

Dr Atul G- LNG · ‎12-17-2023

Hi @arun_tirumala

This is not available OOTB and I think it is not straightforward. Bcz in SN there is nothing called NON productive hours , so this need to build from scratch and need to cover the Task tables.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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arun_tirumala · ‎12-17-2023

Thanks, Atul. If not about NON Productive hours, is there an OOTB report to view the time an agent has worked on tickets in a day/month?

Dr Atul G- LNG · ‎12-18-2023

Hi @arun_tirumala

https://www.servicenow.com/community/service-management-forum/reporting-on-agent-productivity/m-p/40...

https://www.servicenow.com/community/itom-forum/agent-utilization-report/m-p/896855

https://www.servicenow.com/community/platform-analytics-forum/report-on-productivity-for-service-des...

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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