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Having a report display a queue even when there is no Incidents in the queue — Cloud Customer Connect
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Having a report display a queue even when there is no Incidents in the queue

Received Response
edited Mar 1, 2017 4:50PM in Reporting & Analytics for B2C Service 4 comments


I have worked on the attached report for a couple of our clients (attached version slightly redacted)

One of the objectives of the report is to list all of the queues assigned to a profile and display the number of incidents per assigned value - Unassigned, Assigned, All.

One of the things that I have problems with is getting the Queue name to report even when there are no incidents in the queue

Example using the attached definition:

The report has a Queue filter of Timesheet 1, Timesheet 2, Timesheet 3, Timesheet 4, Payments 1, Payments 2, Payments 3, Payments 4 representing individual teams and responsibilities.

the manager looking at this report would like to see all 8 queues listed and have a 0 against all of the queues where there are no incdents instead of having the queue omitted from the report.

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