I'm wanting to create a report that shows me a comparison of Engagement First Reply time by Agent (amongst a handful of other chat metrics).
We have groups of agents already set up into teams, what I'd like to do is combine those teams into 1 overarching group to then compare. For example Hub 1 Team 1, Team 2, Team 3 etc would simply be grouped as Hub 1 in order to compare Hub 2,3,4 etc.
I'd prefer not to create an overarching group for say Hub 1, hence looking at a custom attribute. I'm currently trying to find the most efficient means of displaying this and to understand whether this is the most effective means to achieve what I'm after - has anyone achieved anything similar?
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