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Who is working the queue?

Created: 27 Aug 2012 | 4 comments
LIS's picture

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.

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Aryanos's picture

You can do the closing report pretty easily by using the resolved by modifying the List Closed and Resolved Incidents by Analyst report and setting a date range for it and the listed analysts you want to track.

For the reassign report I think you'd have to do a custom sql report for that as it's not really tracked anywhere in the existing reports but I don't think that would be a very useful report anyways as you can't really measure performance by the number of reassignments a worker did (at least it doesn't make sense to me). 

Just to add in our enviroment for our Support team they they assign one person each week to distribute the tickets to other workers (the person assigning does tickets as well) and rotate turns.

I like my beats fast and my bass down low

bdonato's picture

Aryanos,

How do you add the date range? Can you set it up so the user can select a choice like 1 week, 2 weeks or a month?

Aryanos's picture

Wherever there's a date to select from in the report you can specify the date rate range. Below is an example, and if you want the user to be able to select the ranges themselves then you check the Editable at Runtime box.

 

I like my beats fast and my bass down low

bdonato's picture

Thanks Aryanos.

That was exactly what I needed to see.