Being able to calculate time spent on tickets, emails and chats

We would really like to have reports that show how much time our case handlers on customer support use communicating with leads and customers.

 

So reports that show us time spent on emails, time spent on tickets and time spent on chats is useful. One report that shows total amount of time spent on dialogue, one report thats shows total amount spent per channel, and average amount per channel.

 

In this way it will be easier to plan staffing, new hires, and where to prioritze our resources for the support team