Anna
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Latest activity by Anna-
Anna commented,
Is it possible to see Backlog by hour of day? I'm hoping to arrange shifts according to when ticket backlogs are highest (not exactly the same as level of incoming tickets) but I can't yet see a wa...
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Anna commented,
With the 'reassignments per ticket', does that 1.1 include the initial assignment from unassigned to agent, or just subsequent reassignments?
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Anna commented,
When we start working on unassigned tickets, the first thing we do is to assign them to ourselves, which takes them out of other agents' views (each agents works from a view of open tickets assigne...