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Incident Reporting under Agent that Took No Action

edited Jul 19, 2017 9:21PM in Reporting & Analytics for B2C Service 1 comment

Content

I have a report that shows Agent Incident activity during a set interval but I've noticed something that isn't reporting how I would like. It is showing all Incidents that were ever assigned to an Agent during a given interval regardless of whether or not that Agent took any action. I would like it to only count Incidents where that agent made a status change.

For Example: Agent X is assigned an Incident but reassigns it to Agent Y who Resolves the Incident. Right now the report shows this Incident under both of them which makes it look like they both took action on it. I would prefer it show only under Agent Y. Any help with this would be appreciated!

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