Work Queue start and end time

[NitinKamurlekar]

What is the possible ways i can get details of resource start time and end time of work queue item. I want to calculate the time taken by resource to complete each item. currently reporting of completed work time is not accurate since some times it shows more than 200%.

[Christer_Tellefsen]

Strange, for me the Total Work Time works perfectly For example at one Item from a queue: Get Next Item - 06:05:42 Mark Completed - 06:08:58 Time calculated: 04:16 When looking at the Queue on that item: Total Work Time: 04:16 or do I misunderstand the question?

[John__Carter]

If the queue is configured for Retries then you might be seeing the total time for all attempts on a case.

[NitinKamurlekar]

What are the possible ways to exclude retries attempt?

[John__Carter]

Retries are part of the queue configuration but the setting can be overridden via the inputs to Mark Exception