Report on Productivity for service desk agents
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‎08-01-2018 05:28 PM
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
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Performance Analytics
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Reporting
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‎08-05-2018 04:45 PM
Worknotes might be updated by many users. How to filter?
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‎08-03-2018 11:36 AM
To get true touches, you will have to build a Metric and a business rule to populate the Metric data. Then you can report off of the metric data.
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‎08-06-2018 09:08 PM
Hi Michael. Can you please assist me on this.
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‎08-07-2018 02:51 AM
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.
