Most Insights attributes are related to the current status of a ticket. Sometimes you want to report on agent activity that occurred in the past, such as what tickets agent Sally reassigned to agent Sam. This is when the Updater attribute can come in handy.
This example report will show you the number of ticket updates that a specific agent made to tickets, sliced by Ticket ID.
Insights report should be constructed as follows:
- # Ticket Updates
- Ticket ID
- Updater, filtered to agent of interest