Creating Time Tracking reports

You can create several types of Time Tracking reports based on a particular agent or team. If you edit a time tracking report to remove any column, the existing filters will be reset, so instead, hide the columns and the filters will remain unchanged.

The following topics are provided:

To create a Time Tracking report for an agent

1. Click Service Analytics.
   The Service Analytics utility opens in a new tab.
2. Select New > Time Tracking.
3. In the Report Setup section:
   1. In the Record Type field, select an item.
   2. In the Title field, type a descriptive name for this report.
   3. (Optional) In the Description field, add any notes to explain the purpose of this report.
   4. (Optional) To allow other users to access this report, in the Report Visibility Is field, select Shared.
      If you accept the default of Private, no other users can access this report. If you select Shared, only users authorized with at least read-only rights to the selected workspace can view this report.
   5. (Optional) If you want this report to be available as a console widget, in the Make Available In field, select Consoles.
      The next scheduled run date appears below this field. The options in the Configurations and Filters sections vary based on your selections in the Report Setup section.
4. In the Configurations section:
   1. (Optional) In the Saved Search field, select a search to find the data for this report or to create a new search, click the Create a new saved search link.
      When the search is saved, click the Refresh icon next to the Saved Search field to update the list.
      For more information, see Using Advanced Search and saving searches. 
   2. (Optional) In the Descriptions to include field, select the descriptions to include.
      Options are Last Description, All Descriptions, First Description, and First and Last Description. The descriptions appear at the bottom of each record's row, in order from oldest to newest. By default, the contents of these fields are wrapped to fit within the displayed width of the report column.
   3. (Optional) To include the time spent regardless of status, select Include time regardless of Status.
      This setting ignores the lifecycle time measurement settings defined for the ticket.
   4. (Optional) In the Measurement Type field, select Clock hours.
   5. In the Field Selections to Display in Report section, in the Available Fields list, select the fields that you want included in the report.
      As you select fields, they appear in the Selected Fields list. If you select Description in the Calculated Fields section of the Available Field list, a Description field appears in the report that concatenates the descriptions entered on the ticket for the selected date range. When you select Age of Ticket, the value is displayed in hours on the report.
   6. In the Time Tracked for Agent section:
      1. Select agents from the Available Agents list and move them to the Selected Agents list.
         When you select an agent, time is reported for all time spent by that agent on all teams to which they are assigned.
         
      2. (Optional) In the Time Tracked field, select a preferred tracking option.
      3. (Optional) Select the Current Date check box and based on your preference select the Exact or Relative option.
5. Click Apply changes.
   After you remove a column, if you click Apply Changes, the filters that you have applied are reset unless you added a new column to the report..
6. In the Filters section:
   
   1. In the Rows field, select a category for the data rows.
      For more information about defining filter criteria, see Defining filters for reports.
   2. (Optional) In the Columns field, select a format for the data columns.
      Do not select the same category as you selected for Rows. You cannot display the same data category both as a row and a column.
   3. (Optional) In the Values field, select a value.
   4. (Optional) In the Filter field, select a filter.
   5. (Optional) In the View field, select the report graphs that you want available to be displayed on the Dashboard.
7. In the Table section, review the sample report or to review the most current data, click Refresh at the top of the page.
   Below the Table section, the available report formats appear for this type of report.
   Generally, there is a Chart format and one or two additional formats such as Heatmap.
   
   1. Review the formats to verify that your settings are returning the data you need.
   2. (Optional) In the format sections, select display options to change the default views.
   3. (Optional) Make additional changes to the report, click Apply Changes and review the updated results in the bottom sections of the page.
8. When you have finished defining your report, click Save.

To create a Time Tracking report for a customer

1. Click Service Analytics.
   The Service Analytics utility opens in a new tab.
2. Select New > Time Tracking.
3. In the Report Settings page, complete the fields as needed, following the instructions in To create a time tracking report for an agent.
4. In the Configurations section:
   1. In the Available Fields list, select the fields that you want to see plus Total Lifetime Billing and Total Lifetime Time.
   2. (Optional) Select values in the Time fields that will report the desired time spent data for each status.
   3. Click Apply changes.
5. In the Filters and Table sections, configure the returned data, following the instructions in the preceding procedure.
6. Click Apply changes.
   After you remove a column, if you click Apply Changes, the filters that you have applied are reset unless you added a new column to the report..
7. Click Save.

To create a Time Tracking details report

You can create a report for individual days.

1. Click Service Analytics.
   The Service Analytics utility opens in a new window.
2. Click New > Time Tracking. 
3. In the Report Settings page, in the Report Setup section, fill in the fields, following the instructions in To create a time tracking report for an agent.
4. In the Configurations section:
   1. In the Time Tracked for Agent field, select agents in the Available Agents list and move them to the Selected Agents list.
      When you select an agent, time is reported for all time spent by that agent on all teams to which they are assigned.
   2. (Optional) In the Time Tracked field, select a tracking option.
   3. Select the Current date checkbox and then select Exact or Relative. 
   4. Click Apply changes.
      After you remove a column, if you click Apply Changes, the filters that you have applied are reset unless you added a new column to the report.
5. In the Filters and Table sections, configure the returned data, following the instructions above.
6. Click Apply changes.
7. Click Save.

Related topics

Configuring reports

Editing reports

Running reports