The messaging dataset has an attribute for assignee, but this does not get us the correct data we need if the ticket is reassigned to another agent or group. We use this info to calculate productivity, so this means the credit is going to the wrong agent if the ticket has to be reassigned to another agent or group to be worked. We can use some of the stats in the tickets dataset to get some of what we need, but we also need to see more specific data related to messages sent, like average assignment time, resolution time, and reply time. We cannot accurately report on this data for each agent without having an attribute that ensures the report is basing it on the updater and not the assignee. It should be more similar to the chat dataset, which did allow us to pull this data for the correct agent based on the agent who was serving the customer.
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