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Display duplicate incidents (emails) from the queue

edited Jun 15, 2017 9:15PM in Reporting & Analytics for B2C Service 9 comments

Content

Hi,

 

I am quite new to reporting so I hope my question will not be too trivial.
I am trying to create a report that would show only the incidents in our Qs that came from the same email address, however I am struggling to create the filter.

I managed to do it with a Group Filter where I first group all duplicates to one level and then just set a Logical expression as Count(*) >1 which worked. I now however am trying to make the same report without grouping or having 2 levels ( so that I don't have to open each email address to see all duplicates, but to simply have all duplicates listed on one page (level). When I enter the same filter I used in the group it still returns all emails in the Q, not only the ones that have a duplicate email address.

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