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Agent transaction report to exclude responses sent, if an agent created the incident

Accepted answer
edited Jun 9, 2015 6:03PM in Reporting & Analytics for B2C Service 4 comments


I am hoping someone can assist me.  When we count productivity for our agents, it's based solely on a customer contacting us and then we reply.

We have agents who create an incident, in order for us to proactively reach out to our customers to inform them of delays and other things. In these instances, we do not  want this transaction counted.

We currently have to use two reports and then manually subtract the created ones from the total responses sent.  I would love to find a way to build one report that would do all that for us.

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