Today, solve attribution is based on the originating channel of the ticket (e.g., Email, Chat, Phone), regardless of when the solve actually occurred or what the agent was scheduled to work on at that time. This can lead to inaccurate performance metrics, particularly in environments where agents regularly switch between channels. For instance, if an agent is scheduled for one channel but resolves tickets from another, those solves aren’t aligned with their scheduled productive time. This creates inconsistencies in reports like "solves per scheduled hour per channel". Feature request: Introduce the option to attribute solves based on the time the work was completed relative to the agent’s schedule, rather than just by ticket origin. This would support more accurate reporting and better reflect how agents are actually spending their time.