Could we please have the ability to report on an agent's entire activity for a given date range?
At the moment, there is a report that looks at some ticket metrics but what would be more meaningful is a report that looks at ALL of an agent's activity.
Login activity (duration, occurrences)
Ticket interactions (any time that the Agent shows up in the Activities log) for ALL object types (e.g. Incidents, Service Requests, Changes, Problems, Assets) - not just number of tickets closed
Categorical breakdown of different interaction types (e.g. number of tickets re-assigned)
Basically, right now we cannot actually track an Agent's true performance; as an Agent can work on more than just Incident tickets, so we should be able to report on all of this.