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Accepted answer
edited Dec 19, 2017 5:27PM in Reporting & Analytics for B2C Service 2 comments



I'm new to this forum so I hope this is the right place.  I'm building a report for a team that shows the time spent from initial incident creation to when the supervisor has assigned it in RN to other folks.  I was able to use a template found in the analytics cookbook, but there is one tweak I'm looking to adjust. Currently it is showing when the supervisor assigns it which is great, but in the event this agent assigns it again (maybe after one of the analysts sends it back or the agent is manually assigning to someone else) it

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