Is ServiceNow able to tell how long a specific agent has worked on cases? I'm looking at measuring productivity but HR case is tricky, because if I do it on the SLA, it's just checking the average a case is open to closed and doesn't necessarily mean that an individual is actually spending that long on the case.
I want to know the length of time the case has been in work in progress for a specific agent, so ignoring when it's in suspense?
Does something like this exist OOTB if not, how can I build a report to measure this?
