Identifying Agents by Tier

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  • Brett - Community Manager
    댓글 작업 고유 링크

    Hey Dave,

    You are correct and even after adding the Group, the ticket would only show the Group the ticket has been associated with. Unfortunately, there's no attribute that will look at the Agent Group directly.

    Additionally, agent fields cannot be reported on using Insights so I'm afraid the new user field option wouldn't work here as well.

    Moving forward, it may not be a bad idea to re-configure your Groups to help accommodate these reporting needs. For example, changing your Support group to Support/T1, Support/T2, Support/T3 and so on.

    I'll leave this post open in case other users have a better alternative for you.

    Cheers!

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