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Agent workload report

Report summary

Tracking the backlog of a support agent helps to understand the ticket workload capacity and efficiency in handling customers. The agent workload report displays the tickets that are currently assigned to the support customer which are being worked on and tickets that have been resolved. 

Report type

Bar Chart

Metrics

Report MetricDetails
In Progress

 The number of tickets with 'In Progress' status. This issue is being actively worked on by the assignee.

Done

The number of tickets where resolution is set to 'Done'. The assignee has completed work on the issue.


To search where statuses are defined, go to  > Issues > Statuses. For more information, on what statuses are, click on this documentation.  

You need to be a Jira admin to access the Statuses page. 

Scenario

You would like to know the workload of every assignee and the status of the ticket.

  1. Click on Apps > Support Dashboards.
  2. In the Support Dashboards Reports for JSM window, click View Dashboard, then click Create a report. 
  3. Click on SLA Report
  4. Add the following details, then click Save:
    1. Data Source - The data source of the project you want to derive the SLA from.
    2. Report Type - Choose Agent Workload.
    3. Report Name - A relevant name to capture the content of the report. 
    4. Assignees - Choose all or some of the support agents in the project.
    5. Duration - Choose the preset timeline given or customize your own timeline of tickets created.
    6. Refresh Frequency - Set the rate of the report being updated with new raw data. 


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