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Incident Report for Users who reassigned Incidents

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edited Apr 3, 2019 1:46PM in Reporting & Analytics for B2C Service 6 comments

Summary

Are there reports to show users who reassigned incidents

Content

Hi Guys,

We have users/staff who don't respond to customers. The customer facing users receive incidents and reassign it to the backend users, who work on it and reassign it back to the front-end users. The front-end staff will then respond to the customers. This means that the incident assigned field will not have the names of the back-end staff. Is there a  report that can show us the number of incidents the back-end staff has worked on?

Appreciate any suggestions.

Thanks,

Sylvia

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