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How to segregate time spent by each agent on a ticket

Ashish Chopade May 7, 2024

How to segregate time spent by each agent on a ticket, as we just get the total time spent on the ticket but no segregation of time spent by each user/agent

8 answers

2 votes
Valeriia_Havrylenko_SaaSJet
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 9, 2024

Hi @Ashish Chopade   👋

You can view how productive each team member has been over a period of time, with Assignee time report in Time in Status

How it works:

Assignee_Time_in _status.gif
 
And multiple assignees we have 
User Groups 

For this you need to

  • add user group
  • write down a name to your custom column
  • add necessary users to a group.

User Groups 2.png

 As a result, you'll get one column with summed data from your previously selected columns.

User Groups 3.png

For Scrum team we are also offering Sprint Report feature. With the Workload section you can check whether the work is proportionally distributed in the team.
image.png


Hover your mouse over the line of a specific assignee and you will see his work.

image.png

Add-on has a 30-day free trial version, free up to 10 users and developed by my SaaSJet team.

Hope it helps 😌

2 votes
Hannes Obweger - JXL for Jira
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 7, 2024

Hi @Ashish Chopade

if you're open to solutions from the Atlassian Marketplace, I think you might like the app that my team and I are working in, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields, much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of so-called history columns that aren’t natively available, including time with [assignee], time in [status] with [assignee], and many more.

This is how it looks in action:

time-with-assignee.gif

As you can see above, you can easily sort and filter by your history columns; you can also use them across JXL's advanced features, such as support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

Any questions just let me know,

Best,

Hannes

2 votes
Kian Stack Mumo Systems
Community Leader
Community Leader
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May 7, 2024

@Ashish Chopade

 

I would look into some of the time tracking apps. These will typically allow you to get more detailed reports about who logged what.

1 vote
Michał Kowalewski
Rising Star
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May 9, 2024

Hi @Ashish Chopade 

 

Welcome to the community! Your use case can be solved by a time-tracking application. You can find some of them here.

 

One such application was created by our development team is Worklogs - Time Tracking Reports and Timesheets and it should meet your requirements.

 

In the app, you can easily display your desired report that will show you segregate time spent by each agent on a ticket. Please take a look:

Community 3.png

Of course, the application offers many other features and filters. If you have any questions let us know here or if you prefer a meeting, please book a demo session here.

 

Kind regards,
Michał
SolDevelo Team 

1 vote
Amay Purohit_RVS
Rising Star
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May 8, 2024

Hi @Ashish Chopade 

If you would be interested in a mktplace app to get this data, you can try the add-on we have developed. You can easily view time entries for multiple issues day wise grouped by assignees in a single view. 

Worklogs Time Tracking & Timesheets

The app allows to filter/Categorize/Group By your worklogs data and a timesheet view too to track individual time spent. 

Disclaimer : I work for the vendor who built this app

Worklogs-Author-New.PNG

0 votes
Gizem Gökçe _OBSS_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 9, 2024

Hello @Ashish Chopade ,

Welcome to the Atlassian Community!

In order to measure total time spent by each agent on a ticket I suggest you use a 3rd party app. For this purpose I can recommend Timepiece (formerly Time in Status) app, the oldest and leading Time in Status app in Atlassian Marketplace, which is built by my team at OBSS. It is available for both Jira Cloud, and Data Center. 

Timepiece mainly allows you to see how much time each issue spent on each status and on each assignee

Timepiece offers two report types for your case:

The first one is Assignee Duration or Assignee Duration per Status reports  which shows how much time each assignee spent on each Status. These reports show a list of issues by default so you can see the metric values for each issue separately. Please refer to the screenshots below.

Report Types Assignee Duration.png        Report Types Assignee Duration per Status.png    

As an alternative approach, Timepiece also has Duration Between Statuses report type which shows the duration between two specific statuses. This report type also allows the user to exclude the times for "pause" statuses. You can combine the time for multiple statuses to get metrics like Issue Age, Cycle Time, Lead Time, Resolution Time etc.

For example, in the screenshots below, the Duration Between Status report shows the total monthly response and resolution times for each assignee in a project.

DBS 2.png   DBS Report with Group By Assignee.png

The app calculates its reports using already existing Jira issue histories so when you install the app, you don't need to add anything to your issue workflows and you can get reports on your past issues as well.

Timepiece reports can be accessed through its own reporting page, dashboard gadgets, and issue view screen tabs. All these options can provide both calculated data tables and charts. And the app has a REST API so you can get the reports from Jira UI or via REST. Also you can export the reports in to various formats easily. 

Visit Timepiece (formerly Time in Status) to explore how our JIRA add-on can revolutionize your metrics measurement process. Enjoy a 30-day free trial to experience the full range of features.

If you wish, you can also schedule a live demo. We will provide a comprehensive overview of the application and address any inquiries you may have.

Hope it helps,

Gizem

0 votes
Gracjan Wesołowski _HeroCoders_
Rising Star
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May 8, 2024

Hi @Ashish Chopade 

You might consider using time-tracking apps that in most cases have a customizable report of tracked time on issues.

I can recommend our Clockwork Automated Time Tracking & Timesheets Pro, or Free app which offers you the possibility to review timesheets and create reports that can be configured in various ways using break-down and filtering options, including time spent per agent.

Using timesheets, you can create a report and filter it based on several options including labels, or other fields. You can choose a range for a whole year and break down the data by chosen fields. This information can be also exported to Excel files.

We have recently also developed a Team feature that allows you to create Teams which can be used in timesheet filters and breakdowns. When a team is selected for a timesheet/report, all users in the team will be included in the report even if they do not have any worklogs for the selected timeframe.

Please find below the sample of how the timesheet looks like:

gif (1).gif

If you have any questions you can contact us via our help center.

Cheers!

Gracjan

0 votes
Bloompeak Support
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 7, 2024

Hi @Ashish Chopade

If you prefer using a marketplace app, you can try Status Time Reports app developed by our team. It mainly provides reports and gadgets based on how much time passed in each status. You can also get time spent by each user/agent(assignee).

Here is the online demo link, you can see it in action and try without installing the app. For your case, you can have a look at Time in Assignee report.

For further details, you can have a look at Status Time Reports How to Videos.

  • This app has a dynamic status grouping feature so that you can generate various valuable reports as time in status, time in assignee, status entry dates and status counts, cycle time and lead time, resolution time, average/sum reports by any field(e.g. average in progress time by project, average cycle time by issue creation month).
  • You can search issues by Project, Issue Type, Status, Assignee, Issue Creation/Resolution Date(and any other Date field) and JQL Query.
  • Status durations are calculated according to the working calendar you define. Once you enter your working calendar into the app, it takes your working schedule into account too. That is, "In Progress" time of an issue opened on Friday at 5 PM and closed on Monday at 9 AM, will be a few hours rather than 3 days.
  • You can set different duration formats.
  • You can export reports in CSV file format and open them in MS Excel.
  • You can also add this app as a gadget to your Jira dashboards and reach “Status Time” from Issue Detail page.
  • You can enable/disable access to Status Time reports&gadgets and Issue Detail page per project, users, groups or project role.

If you are looking for a completely free solution, you can try the limited version Status Time Reports Free.

If you have any questions, feel free to schedule a demo with us.

Hope it helps.

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