As a business owner, I would like to see the time spent on each status (by user) within a ticket in Cloud for Service. Is this possible? We have Service Level Agreements per task/status that we would like to understand if there are bottle necks. I understand this can be done via task, however task to not take into account work schedules or hours of operations.
For example, External rep 1 creates a ticket, and assigns the ticket to internal rep 1. The typical time for internal rep 1 to complete their process and move to internal rep 2 should for processing should be 6 hours, then 4 hours for rep 3 and so on. We would like to report to management so that we can most efficiently allocate resources, while giving transparency to External Rep 1 (on demand) where the ticket is within its processes.
We also need to take into account work schedules. For the given example if, if external rep 1 submitted the ticket at 4:00pm and the close of business is 5pm, the Service Level Agreement of 6 hours would continue the next morning with 5 hours remaining.
Best case, this information would be presented in the average time spent per ticket, with a benchmark of how the average time relates to the SLA. At the least I would like to be able to quickly identify the users or task that are falling outside the SLA.
Kind regards,
Jarrod
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