Noom

Hi! 

I'd like to see which agents viewed certain articles so we can analyze who's following our protocol and who isn't. Is that possible? I'm missing the agent attributes in all 3 data sets. 

Unfortunately, Graeme's suggestion doesn't do the trick. 

I'm running into the exact same issue of not being able to report on true agent productivity because ZD automations e.g., moving a ticket from solved --> closed, are counting as 'public agent replies'. I also noticed that even internal comments would count as 'public replies' if you do a deep dive and look at every single ticket ID from your look. Reporting on agent productivity shouldn't be faulty IMO since that's the core of agent performance evaluation. 
If I find a solution to this problem I will follow up on this thread. 

+1000 - I very much agree with the above and I'm so surprised that the follow-ups do not inherit the previous tickets group and assignment by default. Like other people have mentioned already, with a high agent count creating 3 triggers per agent is just too much. Excited for the new PM and hopeful that this will be triaged soon!!!