Helpdesk: Average time worked per agent per note, this month (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 current month.

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 DatePart(mm, htblnotes.date) = DatePart(mm, GetDate()) And
  DatePart(yyyy, htblnotes.date) = DatePart(yyyy, GetDate()) And
  htblnotes.timeworked Is Not Null And htblticket.spam <> 'True'
Group By htblusers.name,
  htblusers.username,
  htblusers.userdomain,
  htblagents.active
Order By Agent