We have teams all over the world, and right now I am about to see how many touches they have by using public comment by hour.
Is there a way to see how many are in their que by hour? The problems I am seeing are this:
1. If they are new tickets and the agent did not answer it that hour, I need that number to carry over to the next hour.
2. For open tickets it is roughly the same, if I want to do hourly an action needs to be completed, so how do I add them up each hour even though an action was not taken.
Finally if I am thinking in a box and there is an easier way to do this please let me know.