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Reporting Assistance: Transactions table - Report that shows when a ticket is first assigned to a qu — Cloud Customer Connect
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Reporting Assistance: Transactions table - Report that shows when a ticket is first assigned to a qu

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edited Sep 4, 2019 6:05PM in Reporting & Analytics for B2C Service 3 comments

Summary

Report that shows when a ticket is first assigned to a queue

Content

Hi Everyone!

I need some help creating a report and hope the community can help. I created a report that allows our support team to see when a ticket is assigned to their queue and how long it's been in the queue before an agent picks it up. I'm using the transactions table and for the most part everything works perfectly until a ticket is assigned to the same queue more than once. When that happens, the incident will then appear in the report as multiple tickets.

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