Creating and viewing reports for time spent by queues

Remedyforce administrators can configure calculation of total time spent by queues on incidents or service requests. This calculation can be configured by using either Incident Time Tracking or Queue Time Tracking features. For more information about these features, see Tracking the total time spent by queues.

Further, the calculations for time spent on incidents or service requests by queues are viewed through reports. 

For Queue Time Tracking, the reports are generated once you enable the Enable Queue Time Tracking feature. After which you can view them from the Reports tab. For more information about the report, see Viewing reports for time spent by queues.

However for Incident Time Tracking, you must create the report first.  After which you can view it via email. For more information about the report, see To create a report for time spent on incidents.

Viewing reports for time spent by queues

You can track the total work time or wait time spent by each queue (owner) on an incident or service request having multiple queues. Once you enable Queue Time Tracking and perform actions by switching multiple queues, the reports are generated with help of the Queue Time Tracking object. These reports provide detailed insights for time calculated based on the work status and non-work status respectively. The reports generated for queues are described below.

Incident Queue-Assignment Order

Based on how, when, and number of times the queues in an incident record were switched, this report details the sequence and assignment order of queues. Thereby, even the time spent for each of those queues. You can filter the report as required.

The following table displays the fields that provide insights on this report:

Incident Queue-Time Tracking

Based on how, when, and number of times the queues in an incident record were switched, this report details the total time spent by each of those queues. Note that, you must disable the Detail Rows filter to view the queue total values collectively.

The following table displays the fields that provide insights on this report:

To create a report for time spent on incidents

To create the report, history tracking must be enabled for the Owner, Status, and Staff fields of the Incident object. By default, history tracking for the Owner and Status fields is enabled. However, you must ensure that history tracking is enabled for all these fields. 

1. Click the Remedyforce Administration tab.
2. On the Home page, click the Create Dashboards and Reports tile, and from the menu, select Incident Time Tracking.
3. On the Incident Time Tracking page, in the Report Time By list, select the required option to create the report.
4. From the For the last list, select the time for which you want create the report.
5. In the Include incidents which are option, select the type of records that you want to include in the report.
6. Click Create Report.

The report is sent to the email address of the logged-on user. You can filter the report to show only active, inactive, opened, or closed records. 

The records in the report are displayed since the day you enable history tracking of the fields. For example, you enable history tracking of the Status field on August 1, 2014, and you are generating a report for the time that incidents spend in a status from July 1 till July 15, 2014. In this case, no records are displayed because history tracking for the Status field was not enabled during the selected time. For information about enabling history tracking, see Enabling field history tracking.

Related topic

Tracking the total time spent by queues