https://www.servicenow.com/community/platform-analytics-forum/hr-case-data-insights/m-p/3600973#M66194 <P>Is ServiceNow able to tell how long a specific agent has worked on cases? I'm looking at measuring productivity&nbsp; 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.&nbsp;</P><P>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?</P><P>&nbsp;</P><P>Does something like this exist OOTB if not, how can I build a report to measure this?</P> Tue, 22 Sep 2026 15:03:07 GMT Matt Lodge 2026-09-22T15:03:07Z https://www.servicenow.com/community/platform-analytics-forum/hr-case-data-insights/m-p/3600973#M66194 <P>Is ServiceNow able to tell how long a specific agent has worked on cases? I'm looking at measuring productivity&nbsp; 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.&nbsp;</P><P>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?</P><P>&nbsp;</P><P>Does something like this exist OOTB if not, how can I build a report to measure this?</P> Tue, 22 Sep 2026 15:03:07 GMT https://www.servicenow.com/community/platform-analytics-forum/hr-case-data-insights/m-p/3600973#M66194 Matt Lodge 2026-09-22T15:03:07Z