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Number of incidents with thread entry by agent — Cloud Customer Connect
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Number of incidents with thread entry by agent

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edited Nov 1, 2019 11:46AM in Reporting & Analytics for B2C Service 2 comments

Summary

Report showing number of incidents where agent added a thread entry within a certain time frame

Content

Hi

I have been searching this forum as well as trying to figure out the report setup myself, but I have kind of come to a dead end. I hope one of you wise people can help me.

We want to make sure that all calls are logged, but since an incident counts as "edited" as soon as agent hits "save" even though they didn't actually change anything, we want a report that shows the number of incidents where agent added a private note or a response.

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