Who is working the queue?
Looks like its my turn to flood the forum with questions today :)
I have a request from one of our managers that I have absolutely no idea how to complete. In our system probably about 95+% of all tickets start in the level 1 support queue and from there they are triaged and either fixed immediately or transferred to another team to address.
The manager of the level 1 team wants a report that shows who has been "working the queue". The report would most likely be run in the 24hr period after the timeframe she is looking for ie it would be run some time Tuesday for Mondays results and would show who had edited a ticket in the level 1 queue.
So on Monday
Joe closed 20 tickets from the queue and reassigned 10
Sandy closed 3 and reassigned 5
Paul reassigned 1
She would love to have this level of information in the report but would probably just be happy to know that Joe worked 30 tickets, sandy worked 8 and Paul worked 1.
Suggestions on where to start would be sooooooooooooooooo appreciated.