I'm trying to ensure my reporting on incoming contact is correct to make sure I have the right amount of staffing
We are reporting the usual stats such as Tickets Created, Public Comments (by advisors), Tickets Solved etc
We are also tracking the volume of new, open, pending & on hold tickets
The measure I cant seem to get is the number of customer replies that are coming back in... these contacts wouldn't be counted under 'tickets created', as the ticket is in an 'Open' status and was previously responded to by and advisor and prior to the customer replying it would have been in a pending status. So I think I need to report on how many tickets have changed from Pending back to 'Open' but I cant seem to get this to work?
Can anyone point me in the right direction?
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