question Re: Anyone automatically tracking agent handle time on incidents? in Incident Management forum

Anyone automatically tracking agent handle time on incidents?

gbrucken1 — Fri, 23 Feb 2024 20:29:25 GMT

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!

Re: Anyone automatically tracking agent handle time on incidents?

abbasshaik4 — Sat, 24 Feb 2024 02:33:05 GMT

Hello @gbrucken1,

For similar kind of issue, please refer to the link below:
https://www.servicenow.com/community/itsm-forum/tracking-time-worked-after-every-update-to-an-incident/td-p/745586

If it is helpful please mark it as helpful and accept the correct solution.

Thanks & Regards,
Abbas Shaik

Re: Anyone automatically tracking agent handle time on incidents?

gbrucken1 — Mon, 26 Feb 2024 19:03:55 GMT

Thanks! That was very helpful. I seemingly searched for day and this result never came up. I appreciate the assistance.