We need to build a report showing how much time operator actual work on the assignment or case
The scenario is
Operator open an assignment, he/she decide to close the tab when he/she go for lunch or await information from another colleagues.
In the standard report, we can see the elapse time of the status. That's included the waiting time.
In such case, could you please provide us the attribute captured the actual time, which operator active working in front of the case OOTB, if has ? Thank you.
I am assigned a case on Monday
I complete the case on Friday
I did *not* spend 5 work days on this case
Rather, I spent 1-2 hours per day on the case…for a total of 8 hours
Therefore, the case handling time should be 8 hours… *not* 40 hours.
***Edited by Moderator Marije to add Capability tags***