Report on Productivity for service desk agents

[Vikram3]

Hi all,

I need to understand the productivity of SD agent. I need all the tickets created by, updated by, touched by a SD Agent. Is there any way to create a report on incident and requests?

Regards,

Vikram

[arielgritti]

Hello

Maybe this can help you.

In our case we use the "Time Worked" functionality.

We query the task_time_worked in a report to see all the "tickets" (tasks) a agent "touched" and sum (the "time") and count distinct (the "quantity") grouping by Agent.

The "sum"

The "quantity" (count distinct task)

Please, mark correct or useful if i helped you

Thanks

Ariel

[t_kumar]

Hi Ariel,

The Time Worked has been applied however, I have another concern,

1. While I have the ticket opened all the time, the time never stops. Example, if I have the ticket open for 8 hours, it captures the total 8 hours as productivity. This is not the TRUE worked hours.

Is there any way

A. The time will PAUSE if the form (ticket) has been IDLE for certain time example for 5mins without any activity. The time starts back when an activity takes place.

B. I am able to set a threshold for selected FORMS. Example, if it is an INC - Max time will be 20mins only.

please advice.

Regards

Kumar

[Vikram3]

task_time_worked table is empty for me. What can I do?

[Slawek_Radziewi]

Just report on incident or task tables where updated by opened by or closed by etc is user 1, 2 etc.