Maja Zivkovic

Can say this 'hack' no longer works. 

Please either let me monitor agent personal macros and personal views or allow account assumption in some way. 

 

In 90% of cases our agents need to 'close tab', but when escalating to 2nd line they do need to 'stay on ticket'. What would be great for us is if i could set this (close tab or stay on ticket) when creating macros. Our use case: 

Agent writes to user in public comment informing of escalation (using inform of escalation macro), sends reply and stays on ticket

Agent escalates to 2nd line in private comment using escalation to 2nd line macro, sends reply and closes tab

The alternative solution to this would be to allow writing in public and private comments separately and simultaneously, but i think just being able to have "stay on ticket/close tab" set by the macro would be easier to build and just as efficient. 

Hi Brent Pliskow, 

Thanks! I did find a round-about way of doing it. I created a custom attribrute that says 

 

Then, to make the unassigned tickets show up i EXCLUDE FALSE. 

I feel this may be the least elegant and hackey solution i've come up with Explore so far. 

 

Eugene Orman  your solution works well with a graph, but i wanted a table with the ticket ids. 

I've seen some clever workarounds for filtering out end users but i can't find a solution for finding tickets that do not have an assigned agent. Selecting NULL form Assignee Role gives no results, and the null values for Assignee Name don't give these results either. 

How do i filter for these tickets here? 

It's great that i can review what tickets an agent has skipped and any comments they left as to why in their profile from a QA perspective, but i also want to be able to see trends over time. I want to know if training and feedback from this has reduced the number of skipped tickets over a 6 month period without having to manually count tickets and create an excel sheet. I want to see if an agent is struggling and skipping more than they used to, and if agents are skipping tickets from a specific ticket category which i can target with training. I want to know if a specific ticket has been skipped more than 3 times and have a daily report sent to my email with these "hard tickets" to review in training. 

Please just add an event in the ticket when it's skipped.