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"Date Incident was Escalated" to a queue

edited Apr 25, 2018 6:35PM in Reporting & Analytics for B2C Service 6 comments

Content

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…

 

Please help

 

Thanks Maitre

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