Currently, the Agent Ticket Stats API provides actual_productive_seconds_worked_all_channels, which is a useful aggregate. However, it does not expose channel-specific metrics like actual_productive_hours_worked_chat, actual_productive_hours_worked_phone, or actual_productive_hours_worked_email. These breakdowns are available in the UI, but not through the API.

Adding these individual metrics would help teams build more detailed reporting and better understand agent performance by channel programmatically.