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With JSD Cloud, is there a way to generate meaningful statistics on agent usage, beyond just last login, number reported, number assigned, etc.?
I'm really looking to capture history of agent activities. For example, how many tickets were assigned to them at any point in the past, as opposed to just how many assigned to them now.
Thanks for your help!
I'm afraid you are not able to do it with the default features of JSD. I'm thinking about to connect it to a 3rd party tool to get proper reports. In my case, we are using the server self-hosted version. I hope Atlassian will improve the whole reporting stuff the next time with upcoming versions.
@Glenn Taylor You can try app Time in status for Jira Cloud by SaaSJet and choose one of its reports "Assignee time". Then filter data by Assignee or Reporter. And you will get information about all issue that was assigned to that employee. Also, you can see there the time that he and other persons were spent on this issue.
You could potentially use 'was' or 'changed by' in your query, which I have found useful.
Example: PROJECT = xxx AND issuetype = Incident AND status changed BY pwright
It's simple, but comparing eggs with eggs gives you useful metrics.
This page gives a list of advanced search JQL Operators:
Hope that helps.