Can I report on skipped tickets in Guided mode in Insights?

Question

Can I report on skipped tickets in Guided mode in Insights?

Answer

Currently, we don’t offer a reporting functionality in Insights for ticket data relating to Guided mode.

You will still be able to view a Guided mode agent's skipped tickets, under Admin ( )> Manage >People >Agents,  open the agent’s profile and click  Play Only,  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. You can learn more about this here.