Trying to measure incident handle time by agent. We use Agent Workspace. In theory, when agent brings up an incident, clock automatically starts. If they navigate to another incident, clock automatically stops for the first incident and automatically starts for the second incident, etc.
I need to be able to run reports on total handle time per incident or by agent over a period I can define.
I already see ways where you can pop up a box for agents to manually enter their handle time and a "Record Time" button that an agent can press to manually start and stop the clock. While these are OK, I'm looking for automation.
The goal = be able to accurately measure incident handle time on my IT service desk. Most of our incidents don't come from phone calls, so I can't use the phone system to get this.
Anyone out there doing this? Thanks!
