Can I report on skipped tickets in Guided mode in Insights?
Currently, we don’t offer a reporting functionality in Insights for ticket data relating to Guided mode.
You will still be able to view skipped ticket for an agent while in Guided mode, under Admin ( ) > Manage > People > Agents. From there open the agent’s profile and click Play Only, and a list of the tickets skipped by the agent (along with each reason entered) will appear.
As a workaround, you can pull and obtain all the skipped tickets and comments using the REST API, which you can learn more about here.