Hi, all of our agents currently belong to the following groups:
Level 1, Level 2 and Level 3.
I need to know how much time each group spends working on tickets, and the way I do it is by creating metrics for each group...
E.g. if Bob, Jane and Harry are in Level 1, I have a metric for Level 1 saying:
Show me the total time spent on ticket updates WHERE Updater IN (Bob, Jane, Harry)
The problem I'm facing is that when Bob gets promoted to Level 2, he'll move to the Level 2 metric and out of the Level 1 metric. The issue here is that all of Bob's ticket updates as a Level 1 agent will be counted towards Level 2.
How do I track the time spent working on tickets by each group and preserve historical data when an agent gets promoted to the next group?
Something like 'Updater Group (Historic)' would be amazing- 'Ticket Group (Historic)' is about the ticket's group at the time, which might not necessarily be the updater's group.
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