Need Reporting for Daily Incident Stats by Rep
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