I am looking for a way to track who is taking tickets from a bucket that we have setup. Most tickets are automatically routed to the proper agent who should handle the ticket but there is a general queue that everyone can see and pull tickets from. I was wondering if there was a good way to tell who was taking those tickets. I looked through some of the support pages on how to do this on Insights but none of the options that had been explored gave me what I was looking for. If there is anything I can clarify on this post please let me know and I will do my best to explain it better.
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