Hi, I've to create a report on count of Phone tickets created by Agent but not necessarily worked on it or solved the ticket. Could you please let me know if its possible and if so how can I achieve this?
Report on Phone tickets created by Agent but not necessarily worked on it
Hello Prerana, This should be possible using Ticket updates dataset and not through Talk dataset. Basically, use the (Tickets created) metric and then add rows for:
-Ticket channel: Talk
-Updater role.
Hope this helps.
Ram
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