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Report: Queue-Change - Exclude resolved Incidents — Cloud Customer Connect
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Report: Queue-Change - Exclude resolved Incidents

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edited May 11, 2020 11:07AM in Reporting & Analytics for B2C Service 4 comments

Summary

Hey @ all. I'm still creating a report to get the correct count of incidents which leaves a queue unresolved

Content

Hey @ all.

i wanna show my Managers what happens in queues between the midnight the day before and midnight the day after.

Therefore I created different working raw data reports (Resolved / Created / Refreshed / Ingoing in Queue / Working On)

So that my managers understand the incidentsflow in a queue:

For example: Report on 11.05.2020

Queue Level
Date Type Level
10.05.2020   Queue Level at Midnight 500
10.05.2020 Ingoing (Created / Refreshed / Ingoing in Queue from another queue) 

100

10.05.2020 Worked On (only to know how many incidents got touched)

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