After an agent is downgraded to an end-user and is suspended, the agent no longer shows up in the Assignee Activity Dashboard reports.
We follow the best practices for removing agents.
When I go to the reporting dashboard and use the "Assignee Activity" reports and for example, I query a specific requester org, the upper half of the dashboard report shows say 58 tickets. When I go to the bottom of the report, it only shows current active agents and tickets. In this case, only 39 of the solved tickets are displayed because the other 19 were down by the agent that was downgraded and no longer an agent.
This provides partial or potentially misleading data. The detailed csv and excel export also do not include the downgraded agent's tickets.
1) Is this intentional or is this a bug?
2) Is there a workaround to get the full details/
Thanks team!
Bill
