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Expand the Backlog data set options

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bill cicchetti

Data ultimo post: 22 ago 2024

Ticket backlog is an essential tool to determine ticket volumes and agent productivity.  The data set is very limited in its Meter and Attributes options.

 

With the availability of custom ticket statuses, we would like the ability to filter/report on backlog data based on the general statuses and custom statuses.  We have several different on-hold custom statuses, some we want to be included in the backlog report and others that we do not.

 

Ticket form would also be an attribute we would like to add since “groups” can use different ticket forms depending on the situation.

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      Brian Jensen

      I have the same issue and it is so frustrating.

      I'm not able to have a proper report of my backlog due this lack of functionality.

       

       

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