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Ticket report based upon threads.entry_type — Cloud Customer Connect
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Ticket report based upon threads.entry_type

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edited Feb 21, 2018 12:25PM in Reporting & Analytics for B2C Service 3 comments

Content

Our support agents access a report we call their personal queue (inner join between incidents and threads). It filters on the tickets they own. We want them to only see tickets where they are not the last one to respond to it. In the process script we remove all tickets where the last comment isn't by the customer, and the last comment's from the owner). This allows them to see all tickets that they own where either the customer or another agent has responded to.

The problem with this is that some of our agents have been here so long and have so many old tickets (with many comments) that they're running into the limits of OSC live reporting (can't work off of 2 day old data). Due to the nature of our work, it's possible for very old tickets to be re-opened by customers, so for the time being we can't reduce the search by only running on open tickets.

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