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I need to assess the Agents in JSM on their productivity, primarily the following:
Average daily resolved tickets vs. daily ticket volume.
Number of tickets not updated within the last ten business days.
I want to create a report template so that only the Agent's name has to be entered and the above information is populated in the report.
Is this possible without purchasing an app or widget?
With our Great Gadgets app you can display various JSM metrics on your dashboards.
You could create a dashboard for each agent, with all the necessary gadgets in-place. Create one base/template dashboard first, then make a copy of it for each agent and edit the filters used by the gadgets in the agent's dasboard.
See this article on our blog: An effective dashboard for Service Desk and Customer Support teams in Jira Service Management
I hope this helps.