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Duplicate rows issue in report

Accepted answer
edited Jun 11, 2018 2:02PM in Reporting & Analytics for B2C Service 7 comments


Hi everyone,

We are working on a report that will show the number of assigned agents per agent and per queue. Our agents can receive incidents from multiple queues when filling inbox, and we'd like to show each agent in a single row, even if incidents from different queues are assigned to the agent.

The problem I'm facing is with an aggregate column that's meant to show the longest 'pending' incident in the agent's inbox, without creating additional records/rows per queue. I'm attaching a screenshot to illustrate the issue. For Thomas for example, only one row should show: Time in Inbox 7h 38m + the number of assigned incidents per Q.

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