Some reports require a lot of work to re-arrange the report in order to get information regarding time tracking between agents.
- In the New Kayako, you can track the time entered per conversation, but not the time entered per agent.
- The time worked/billed can be summarized using custom reports per conversation/ conversation assignee.
- Agent-specific reporting is a work in progress and will be a part of future improvement.
Note: The time tracking records are not pullable any other way, even via API.