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Report on when incidents move queues, by whom, and status upon transfer

Accepted answer
edited Oct 20, 2016 2:54PM in Reporting & Analytics for B2C Service 12 comments



We are trying to create a report that will tell us when an incident is moved from one queue to another, by whom and the status it was given upon transfer.

At the moment, we can only see who sent the initial response and the queue. The initial agent and the agent that transfers the incident isn't always the same person and we are having difficulty singling out this information.

If we view the Audit Log of each incident, we can see the queue and status information, but this is time consuming and would rather be able to see this in a simple report.

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