The time analysis tab in the request details page gives a clear representation of how long the request was handled by each Support rep, stayed with various groups and in various statuses.

The request SLA section displays the response time and resolution time along with the difference in schedule.

The Actual Time Spent section displays the time the request was handled by the group and the support rep.

The time elapsed analysis provides a quick view of the statuses, group, and support rep based on the time period throughout the request workflow.

Hover over the Support Rep bar to view the details of the support rep and the time spent. You can also view the status and group details in a similar manner.

Below the time elapsed analysis, you can view the detailed information on the time elapsed for each group and support rep.