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.
Comments
2 comments
I'd like to contribute by saying the ability to report on skipped tickets should be considered a basic part of the Play Feature. Kudus to implementing the play feature, but if we could just get a count of how many times an agent pressed the skipped button it would double the value of the feature.
Welcome to the Community, Thomas!
Thanks very much for this feedback; if it's not too much trouble, it would be great if you could head over to our Product Feedback forum to share your suggestion and detailed use case.
It looks like we've already got a thread on it, which you can find here: Reporting - Skipped tickets within the "play-mode". This is the best way to make sure our Product Managers see your suggestion!
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