Overview

You would like to know if it is possible to generate a report on individual tracked time entries that Kayako records.

Information

You can build custom reports to access the data that time tracking captures, however, you would not be able to generate reports on individual tracked time entries as the report will not show the time-tracking stats per agent. Rather, it will only give you the data per conversation or ticket.

For any custom report you run, you'll have three time-tracking stats for every conversation:

• Time spent viewing
• Time spent working
• Time billed

For additional information, see the Tracking Worked and Billed Time Per Conversation or Ticket article.