How to track tickets assigned from one group to another by a particular agent?
Hello,
I'm trying to build a report to track tickets reassignments from one group (let's call it group A) to other groups (Groups B-Z) by particular agents on each day of the month. I use a custom metric which looks something like this:
| IF |
| ([Changes - Field name] = "group_id" AND |
| [Changes - Previous value] = "Group A" AND |
| [Changes - New value] = "Group B") OR |
| ([Changes - Field name] = "group_id" AND |
| [Changes - Previous value] = "Group A" AND |
| [Changes - New value] = "Group C") OR |
| ([Changes - Field name] = "group_id" AND |
| [Changes - Previous value] = "Group A" AND |
| [Changes - New value] = "Group D") OR |
...and so on. For the date, i use "Ticket Updated - Date". The end result looks something like this:
| Agents | 2022-11-28 Tickets transferred from Group 1 |
2022-11-29 Tickets transferred from Group 1 |
2022-11-30 Tickets transferred from Group 1 |
| Agent 1 | 4 | 2 | 9 |
| Agent 2 | 1 | 1 | |
| Agent 3 | 6 | 4 | 7 |
The problem that i'm facing is that the date is incorrect. For example, if Agent 1 transferred a ticket on 2022-11-20 to group B, and another agent from group B updated the ticket on 2022-11-30, the report would count the ticket under Agent 1 for 2022-11-30 instead of 2022-11-20. How can i fix this? A ticket can be transferred multiple times between groups as well
-
Hi Alex,
The attribute Ticket updated - Date pertains to when the last update was made on the ticket. If you need to slice the data by the actual date or timestamp that the update was made, then you can try using Update - Date attribute.
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