Hailey

I want to know how many tickets a group assigned to a different agent group.

In our organization, we manually assign tickets to other agents. Is it possible to create a report, wherein, you can see, which agent (or agent group) assigned how many tickets, to which agent (or agent group) in your organization. 

I think this is the type of custom attribute that I would need to put in place, but I'm not sure how to fill each variable.
IF ([Changes - Field name] = "group_id" AND [Changes - Previous value]!=NULL AND [Changes - New value]!="0") THEN [Update ID] ENDIF

Thanks!

This is a feature that I would also like to see added. Thanks!

Hi, I would also love if this feature would be added. It would help ensure agents don't click the wrong status by mistake

Has anyone found a workaround for the issue that Cassie Salgado  was having? I want the agent to see which option the caller selected so we can use a different greeting. For example, if a caller selects ‘service in English’ I want our bilingual agents to answer in English.

Has anyone found a workaround for the issue that Chris Sinclair was having? I want the agent to see which option the caller selected so we can use a different greeting. For example, if a caller selects ‘service in English’ I want our bilingual agents to answer in English. Thanks in advance!

Hi ! I would love for the time period chosen (as time filter) within an ‘explore’ report to be included in the exported excel file. This would make the reports a lot more valuable when shared with non-agents. If anyone has a solution for this I am very curious to know! it seems like it would be an easy fix.

Has this issue been resolved?

I have a similar request, I want to move an existing field (checkbox) into a multiple choice field without changing the field tag. It is unclear to me how I can update field tags without risking existing data on which tickets have been filled with that tag.