Helpdesk: Average time worked per agent per note, last 7 days (Built-in)

[Nick_VDB]

Added in v.6.0.100

The report below lists the average time worked for each agent in the helpdesk during the last 7 days.

The report will only list users that meet all of the following criteria:

• The user is an agent.
  
• The notes are not sent in a ticket that has been set to ‘Ignore’.
  

Select Top 1000000 htblusers.name As Agent,
  htblusers.username,
  htblusers.userdomain,
  Case htblagents.active When 1 Then 'Yes' Else 'No' End As IsLicensed,
  Avg(htblnotes.timeworked) As AvgMinutesPerNote
From htblnotes
  Inner Join htblusers On htblusers.userid = htblnotes.userid
  Inner Join htblagents On htblusers.userid = htblagents.userid
  Inner Join htblticket On htblticket.ticketid = htblnotes.ticketid
Where htblnotes.date > GetDate() - 7 And htblnotes.timeworked Is Not Null And
  htblticket.spam <> 'True'
Group By htblusers.name,
  htblusers.username,
  htblusers.userdomain,
  htblagents.active
Order By Agent