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Agents who have worked on an Incident?

edited Aug 10, 2016 3:14PM in Reporting & Analytics for B2C Service 1 comment

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Trying to figure out the best way to query this information   Basically, need a daily report showing a breakdown by queues and then all agents who have worked on an incident.  I'm looking at the "Queue Activity" report (AcId: 95) and it may suit my needs.  I just need a better understanding, as it uses the inc_performance & incidents table.  When I drill down to the incident level  it does show the agents who have performed some kind of action, but  there can be multiple records for the Edit Type field - (Incident Edit,Backlog, Queued to Initial Resolved) and I'm trying to narrow down what would be the

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