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Dashboard creation

  • July 21, 2022
  • 1 reply
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Eduardo12

Hello!

I'd like to know if it is possible to create a dashboard that shows how many tickets an agent did not accept.

Important: the routing is set by "Assigned" as on the image below:

 

So for example I'm a customer, and I start a chat.

There are two agents online for example, and my chat show to the first agent to accept but since he doesn't accept, it goes to the second agent and the seconde one accepts it, I want to know how many times the agent 1 did that (didn't accept the chat)

 

 

    1 reply

    C
    Hi Eduardo, you may create an Explore query that will give you information on how many assigned chats were missed by an agent. See Explore recipe: Auditing agent engagement activities in a chat.

    Here's what the report will look like:

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