Monitoring Agent Inboxes - Analytics Cookbook Recipe

Content

 

 

 

 

 

 

Monitoring Agent Inboxes

 

 

 

 

View All Open Incidents Assigned to My Group

 

 

 

 

Author: Simon Kilgarriff

 

 

 

 

Difficulty rating: (Beginner)

 

 

 

 

Target persona: Agent Supervisors / Team Leads

 

 

 

 

Ingredients:

 

 

 

 

1 Table (incidents)

 

 

 

 

6 Columns to display incident information

 

 

 

 

3 fixed Filters

 

 

 

 

1 Rollup for agent name

 

 

 

 

Overall description/purpose: 

 

 

 

 

This report enables team leads/supervisors to view all incidents currently in an agent’s inbox and gives them a view as to what people are working on.

 

 

 

 

The report filters on unresolved incidents and the logged-in agent’s assigned group and also filters out any unresolved incidents that are not assigned. You could easily add this in by removing the filter if desired.  Unassigned incidents would show under a roll-up called ‘No Value.’