In the User dataset, I would request enhanced User data for the following:
- Roles: Right now, "Role" only pulls in generic role - "Admin", "Agent", or "End-User". However, with Custom Roles, we need additional reporting - whether this is a light agent, or a member of some other role that we have set up.
- Groups: Pull group membership information into Explore so you can see the relationship between Agents and the Groups they are members of.
- Default Group: Default Group is not easily visible with Support itself. If an agent has the wrong Default Group set, the admin or team leads often don't realize it until ticket metrics start to skew the wrong way for tickets the agent has taken ownership of. A quick way to report on Default Group in Explore would provide admins with the ability to do standardized reporting and ensure compliance on user configuration.
- Profile Linking: With this enhancement, clicking on a user's name would take the report viewer to the User's Support profile, where changes can be made as needed
This would be a huge help for admins serving >100 agents.
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