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How to calculate Unresolved incidents after End user reply back

edited Feb 19, 2016 7:26PM in Reporting & Analytics for B2C Service 4 comments

Content

I created a report which calculate how many Incidents closed by an agent, however i am stuck on a question as below :

if agent mark incident as Resolve (Close) and end-user reply on that Closed incident, status will be changed and now this incident will not come under this report because status is not closed. i want this incident to be calculated under Agent Closed Status count and when other agent reply back to customer and close the incident again this incidents should be calculated under new agent again.           

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