Rayann Quirk

Hello Elissa, 

Similar to Rodger's question, I am trying to find the best way to quantify the amount of work done by an agent during a given date range.  I am using the tickets solved metric but in reading your article, I'm not sure it will give me the true number of ticket solved events.

For example, if a ticket is solved multiple times by multiple assignees, would the solved ticket metric only use the most current solved date? If a ticket is solved on Monday by Assignee A, reopened and solved again on Tuesday by Assignee B, reopened and solved again on Friday by Assignee C, would the solved ticket event only show on Friday by Assignee C? If I pull a report on Saturday, Is there a way to get all solved Ticket events for single/unique Ticket? Thanks!

• Ticket 123 - Solved Monday - Assignee A
• Ticket 123 - Solved Tuesday - Assignee B
• Ticket 123 - Solved Friday - Assignee C
• If I pull on Saturday, Total Ticket Solve events for Ticket 123 should = 3