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Incident report - assigned to a second group

Accepted answer
edited Sep 23, 2020 5:05AM in Reporting & Analytics for B2C Service 1 comment


Incident report that shows if an incident was transferred to a different group



I've been trying to figure out how to display the following scenario. 

If an agent who is part of group A received a call and then needs to transfer the call to a manager or another agent in a group B (on the same day), I want to see a count of how many such incidents existed for a specific time period. 

I am able to find separate sums of each group for a specific date, but when I try to aggregate twice on the same data, I get an error that sum(sum()) or sum(count()) won't work in this case. I've even tried to have something of a nested if statement to check if group A is true, check for Group B, and if Group B exists on the same ticket sum the raw. I am not sure if nested ifs even work correctly in reports. 

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