Weekly agent workload shows inflated comments and minutes

Reported by: Rafael Ortiz (Support Operations, Larkspur Helpdesk) · Priority: Medium · Component: Support analytics

Hi team, I use the weekly agent workload report to plan next week's shifts and to check hours with the team leads. This week it looks wrong. Dana Kowalski's row says 10 comments and 350 minutes, but she logged 95 minutes in our time tracker (export attached) and nobody wrote that many comments. Looking at the report as a whole, the numbers are too high for people who have several comments or several time entries on the same ticket, and low-activity agents look fine. Also, we are four people on the team page but the report only shows three rows. I can't tell you since when. The ticket counts look right.

Support note (Imani): I compared a few agents by hand. The comments and time entries are all in the database once; it is only the report. The week of 19 October is attached as the dashboard showed it.

Expected

One row per agent with the number of tickets, comments and logged minutes that really belong to that agent's tickets. For Dana Kowalski: 3 tickets, 6 comments, 95 minutes.

Actual

Dana Kowalski: 3 tickets, 10 comments, 350 minutes; three rows instead of four.