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Report on Phone tickets created by Agent but not necessarily worked on it

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Prerana Jawalkar

Posted Apr 07, 2021

Hi, I've to create a report on count of Phone tickets created by Agent but not necessarily worked on it or solved the ticket. Could you please let me know if its possible and if so how can I achieve this?

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    Official

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    Ram

    Hello Prerana, This should be possible using Ticket updates dataset and not through Talk dataset. Basically, use the (Tickets created) metric and then add rows for:
    -Ticket channel: Talk
    -Updater role.

    Hope this helps.
    Ram

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