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Advanced Routing reporting — Cloud Customer Connect
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Advanced Routing reporting

Question
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edited Aug 17, 2020 1:27PM in Agent Desktop

Summary

Is there a way to report on which Incidents have been assigned by the SIH vs. which were manually?

Content

Hi,

Is there a way to report in Analytics on which Incidents have been assigned automatically to Agents by the SIH (by Advanced Routing) vs. which were assigned manually by an agent? Currently the only option I could see was going individually through incident Audit Logs and check the Who Assigned record, but I would like to be able to run a report that would show show assigned each Incident e.g. in the past 24 hours, or at least any parameter usable in Analytics data sets that would highlight if an Incident was assigned automatically by SIH.

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