Another useful report has been released. It is called ‘Time Spent by Request Category Over Time‘ and can be found in the ‘Reports’ section of the Analytics console.
This report can be useful for support organizations wanting to find out which types of requests take up the most time from their specialists. Extra filters can be applied to identify specific request types that may be avoided or handled by automation scripts.
To quickly exclude on one or more categories from the report, users can click on those categories in the report’s legend.