Explore recipe: Auditing agent engagement activities in a chat

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  • shelley

    Hi Eric Gao, Is there a way to exclude chats that were accepted on the first assignment? So you only see missed assignments AND eventually the accepted assignment. Like in your example above, however not having to filter by ticket ID and listing all the missed chats & the one accepted chat. Hope that makes sense

  • Justin H
    Zendesk Customer Care

    Hey shelley,

    I suspect that this could be achieved using a custom attribute to filter out tickets with singular engagements. 


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