As a workforce manager, I would like to get a more granular understanding of how agents are spending their time. It would be great if I could specify something from the ticket to have a better understanding of the tickets being worked on in a given period of time. For example, being able to color code tickets that have a certain tag or field setting in Zendesk so I can see how often and for how long agents are working on those tickets.

Another example might be showing tickets that have the "asignee" field as null when an agent starts working on it, that way we can tell if they are working on a new ticket or one that got "escalated" and is now being handled by a different team.