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