Question
Can I report on skipped tickets in Guided mode?
Answer
There isn't a reporting functionality for ticket data relating to Guided mode.
However, you can view skipped tickets for an agent while in Guided mode. From Admin Center, go to the Team members page. Open the agent’s profile and click Play only, and a list will appear with the tickets skipped by the agent along with the reason entered.
As a workaround, you can also pull all of the skipped tickets and comments using the Tickets Skips endpoint of the REST API.