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How to backlog and find when an incident was assigned to an agent

edited Sep 26, 2016 6:52AM in Reporting & Analytics for B2C Service 5 comments

Content

Hi All,

I have a reporting query.

My requirement is to find the count of assignments of incidents that were assigned to a particular agent on a backdated time.

For example: Let's say an incident was created on 1st of August and assigned to Agent 1 on the same day. This assignment happened through 'Fill Inbox' so basically it means that Agent 1 has assigned the case to himself.

Now on 2nd of August Agent 1 has manually assigned the incident to Agent 2. This is a manual assignment done to Agent 2 by Agent 1.

This data should be shown no matter when i run the report from August 3rd on-wards.

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