Overview About Worklog Report
A worklog report allows you to view all logged work for your tickets and activities in one place, providing insights into agent activity, billable hours, and non-billable time. The worklog report can be opened from the reports module.
It provides a clear overview of time spent on tasks, aiding in efficiency monitoring and improving time management. The worklog report enables performance evaluation by tracking individual or team productivity over time. Also, it enhances communication by providing transparent records of work activities, aiding collaboration and coordination among team members.
Check out this video tutorial for more information.
The worklog report consists of count-related statistics widgets and a detailed view. Both the ticket and activity worklogs will be displayed in the worklog report as shown in the screenshot.
Additional configuration options in the worklog settings
The worklog settings include additional setup options. Administrators can manage customer support teams with more control.
They can:
- Make it necessary for agents to report how much time they spent adding notes or answers.
- Make it critical for agents to include a description with each worklog addition or modification.
- Make the default worklog type either chargeable or nonbillable.
Follow the steps to add additional configuration options in the worklog settings:
- Navigate to Admin >Settings> Agent portal.
- Click the Worklog tab and choose the ticket worklog preferences, and then click Update.
Filters
With advanced filters, you can search any system or custom field in your tickets, contacts, and contact groups. This includes checkboxes, radio buttons, single-select dropdown menus, and multi-select dropdown menus.
Here are some additional fields derived from the worklog module, that are included in the advanced filters.
- Worklog Type
- Worklog Created By
- Worklog Date
Actionable items for ticket worklogs
The worklog report supports the following two actions:
- Adding a private note to a ticket
- Adding tags to a ticket
To add a private note or tag, select a worklog entry and choose the appropriate action near the specific contact.
Use Case: Support managers/leads can quickly add a note or tag to a ticket for further review by an agent, without opening a ticket.
Exporting worklog report in a nested structure
To export the worklog report based on worklog created agents, choose the Worklog Created By option in the Group By dropdown.
If you use the “Group By” option in the export process, the data will appear in a nested structure.
| Available Group By Options | Description |
|---|---|
| Ticket ID / Activity ID | Exports the data based on either the Ticket ID or Activity ID to which the worklogs are associated. |
| Ticket / Linked Activity | Exports the data based on the Ticket and its linked Activity to which the worklogs are associated. |
| Ticket Requester | Exports the data based on the Ticket Requester tickets in which the worklogs are added. |
| Contact Group | Exports the data based on the Contact Group tickets in which the worklogs are added. |
| Worklog Date | Exports the data based on the worklog date. |
| Worklog Created On | Exports the data based on the worklog created on date. |
| Worklog Type | Exports the data based on the worklog type. |
| Worklog Created By | Exports the data based on the agent who created the worklog. |
| Worklog Module | Exports the data based on the worklog module (i.e. Tickets and Activity). |
Collapsed and expanded views of the worklog report
The worklog report offers the option to be viewed in both expanded and collapsed formats.
Worklog report collapsed view
This view displays the total time spent on worklogs based on the applied ‘group by’ field. It includes tickets or activities filtered by the Worklog Module filter.
For example, the following screenshot illustrates the collapsed view of the “Worklog Created By” field.
In this collapsed grid view, some default fields will be shown in the export file based on the group by option, regardless of the export fields selected by the user.
Worklog report expanded view
This view displays the detailed view of worklog report that explains the total time spent based on the selected group by field.
For instance, if you choose “Worklog Created By” as the group by field, it will generate the total work logs added by the agent within the selected duration, including the work logs of tickets or activities filtered by the Worklog Module.
In this expanded grid view, the fields selected by the users will be included in the export file.
The following screenshot illustrates the worklog expanded view.
