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Need Reporting for Daily Incident Stats by Rep

edited Apr 9, 2019 8:39PM in Reporting & Analytics for B2C Service 2 comments

Content

I am looking for a report (or reports) to provide the following information. I have spent a great deal of time researching this (both on the forums and KB), and unfortunately I have yet to find what I need. Any suggestions would be greatly appreciated.

 

  • Total time spent working incidents. 
    • I believe I am looking for the "Assigned-Response" type of time as described on this answer. Basically, I need only the amount of time each agent spends with incidents in an Edit state, whether they are responding to or initiating an email.
    • I have looked at Report ID 54 (Agent Login) - does Incident Edit Time provide this? (I am not sure which Type (ref 
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