Ways to calculate individual(Agent) work in progress time

CG5
Kilo Contributor

‎05-22-2022 11:59 PM

I need to calculate how much time an agent has worked on a case on daily basis. It should be calculated when an case is assigned and have the state changed to work in progress until agent make a note and put to Awaiting Info state.

Since an agent work on many cases a day this is like the agents daily response time. What would be the best way to achive this?

Thanks

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Community Alums
Not applicable

‎05-23-2022 12:02 AM

Hi CG,

Here Sbitt has mentioned a great way.

You can define a Metric Definition to calculate the duration between assigned to closed.  There should be some OOB ones you can look at as examples and tweak accordingly, like "Create to Resolve Duration" on the Incident table.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

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CG5
Kilo Contributor
In response to Community Alums

‎05-23-2022 12:13 AM

Hi Sandeep,

 

Thank you for your answer.

I have checked the metric definitions and it calculates time specific to a case like you mentioned. However what I need is, having that calculated to each assigned individual. In my situation a case can be worked on many agents until it get resolved. Like agent A starts on the case on 10th March and put to Awaiting Info and when the customer reply agent B assigned it to self and start working on 12th. likewise I need to get A - 2 hours , B - 3 hours as the result of the time they have worked. Hope the requirement is clarified.

Thanks.

 

 

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