"Date Incident was Escalated" to a queue
HI All, i am new to OSC so need help. i need to create a report for all the incidents that were escalated and sent to escalation queue.
so here are the steps
1Agent 1 creates an incident
2. Agent cannot help the customer
3. Agent escalates the ticket so that other escalation agent can help. Agent changes the queue to Escalation .
The ticket gets unassigned from the agent and goes to the escalation queue….for escalation agent to work on it ..
How do I know the date and time when the ticket was routed to escalation queue…