We have a number of users who are running the above report and find the figures can be misleading.
The columns that currently appear are
1. Number of Incidents Open at the Beginning of the Period
2. Number of Incidents Created during the Period
3. Number of Incidents Closed during the Period
4. Number of Outstanding Incidents at the end of the Period
We assumed that if you used the following formula (using the numbers above) it would work
1 + 2 - 3 = 4
In fact what is not shown are the incidents that have been reassigned to another team or assigned to the team from elsewhere.
It would be beneficial if we can have 2 more columns on the report, firstly showing call assigned to other teams and secondly calls assigned to the team from elsewhere. This would give a full picture of workload
|What problem will this feature solve?:|