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Queue Activity Report showing 0 values, despite there being activity in the queues

Received Response
edited May 17, 2022 5:37PM in Reporting & Analytics for B2C Service 4 comments


We have recently migrated our business rules over to enhanced business rules and have also tidied up some incident queue routing rules. Incidents are being correctly routed and do still appear in the queues. However, our planning team have reported that since the changes have been made they are getting zero values in the "Queue Activity" (id 95).

I am baffled at why the report is no longer picking these incidents up. When doing some initial investigating I realised that in the Incident Audit report it no longer shows a queue change entry, whereas I am sure it used to say "Administrator - Changed Queue". The incident however is in the correct queue.

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