Tracking the time agents spend on tickets can help teams measure productivity, monitor billable hours, and analyze workload distribution. In BoldDesk, you can create a custom dashboard widget that summarizes worklog hours by agent and date, providing a consolidated view of daily logged time.

For example, if an agent logs 7 hours and 1 hour on the same day, the widget displays a total of 8 hours for that date instead of showing the entries separately.

Prerequisites

Before creating the widget, ensure that:

• Worklogs have been added to tickets or activities.
• You know whether the report should include all agents, specific groups, or exclude certain agents.

Create a Widget to View Total Worklog Hours by Agent and Day

To create a custom dashboard widget that summarizes total worklog hours by agent and date:

1. Go to the Reports module.

2. Open the dashboard where you want to add the widget.

   • To create a new dashboard, click Create Dashboard, enter the required details, and click Create.

   • To use an existing dashboard, click the More options icon next to the dashboard and select Edit Dashboard.

     
     
     

3. Click Add Widget.

4. In the Add Widget page, select Worklog from the module dropdown.

5. Click Create New.

   
   
   

6. Enter a name for the widget.

7. Configure the widget settings as follows:

   • Module: Worklog

   • Widget Type: Pivot or pivot-style table

   • Rows: Worklog Created By

   • Columns: Worklog Created On

   • Values: Time Spent

   • Data Format: Value

     
     
     

8. Configure the display options as needed. You can enable options such as:

   • Freeze Column
   • Show Row Grand Total
   • Show Column Grand Total
   • Show All Data in a Single Page
   • Records per Page

9. Configure the required date filter.

Use a date range that matches the reporting period you want to analyze.

10. Click Add to save the widget.

After the widget is created, the dashboard displays the total time logged by each worklog creator for each day.

Understanding Agent and Worklog Created By

The Agent and Worklog Created By fields represent different information and should be used based on your reporting requirements.

For example, a ticket may be assigned to Agent A while Agent B logs time against it. In this scenario:

• Agent returns Agent A.
• Worklog Created By returns Agent B.

Use Worklog Created By whenever you need to report on or filter agents based on who logged the work.

Exclude Specific Agents from the Widget

If you do not want to include worklogs created by specific agents, use the Worklog Created By filter.

To exclude specific agents:

1. Open the widget in edit mode.

2. Go to the Filter tab.

3. Add the following filter: Worklog Created By → Not In → select the agents to exclude

4. Click Update to save the widget. This removes worklogs created by the selected agents from the widget results. Use Worklog Created By when you want to filter based on the agent who added the worklog entry. Do not use Agent for this requirement. The Agent field refers to the agent assigned to the ticket, while Worklog Created By refers to the agent who created the worklog.

   
   
   

Troubleshooting

Excluded agents still appear in the widget

Check whether the widget is using the Agent filter instead of the Worklog Created By filter.

To exclude agents based on who entered the worklog, use: Worklog Created By → Not In → selected agents

The Agent filter excludes tickets based on the assigned agent, not the person who created the worklog.

The widget does not show the expected date range

Check the date filter used in the widget. To report based on when worklogs were created, use Worklog Created On in the date filter.

For example: Worklog Created On → Relative date → This month

The total hours do not match the exported Worklog Report

The standard Worklog Report may list each worklog entry separately, while the custom dashboard widget summarizes time based on the configured rows, columns, and values.

If you want daily totals by agent, use the custom dashboard widget instead of relying only on the detailed Worklog Report export.

Permissions

To create or manage a custom dashboard widget, the agent’s role must have access to the Reports module.

To allow agents to create custom dashboards, enable the Create custom dashboard permission and select the required dashboard visibility option:

• Private and agent
• Private, agent and group
• Private, agent, group and public

To allow agents to edit or manage existing custom dashboards, enable the Manage custom dashboard permission.

Frequently Asked Questions

1. Can I view total worklog hours by agent and day in BoldDesk?
   Yes. Create a custom dashboard widget using the Worklog module and configure:

   • Rows: Worklog Created By
   • Columns: Worklog Created On
   • Values: Time Spent

The widget summarizes logged time by agent and date.

2. Why should I use Worklog Created By instead of Agent?
   Use Worklog Created By when you want to report based on the agent who added the worklog. The Agent field refers to the agent assigned to the ticket, not necessarily the agent who logged the time.

3. Can I exclude multiple agents from the worklog widget?
   Yes. Use the filter Worklog Created By → Not In and select the agents you want to exclude.

4. Can the widget show one total per agent per day?
   Yes. When configured with Worklog Created By as rows, Worklog Created On as columns, and Time Spent as the value, the widget summarizes multiple worklog entries into daily totals.

5. Can I export the summarized worklog data?
   You can use the widget options to export or view the underlying data, depending on the available widget actions.

Related Articles

1. Overview of the Worklog Report
2. Custom Widgets: Create, Edit & Manage Dashboards Easily in BoldDesk
3. How to Create and Manage Custom Dashboards in BoldDesk
4. How to Configure Scheduled Report in BoldDesk