Reporting - Agent Stats on Who Updated a Ticket

Idea created by Steve Blackburn on Jul 12, 2017
    Under Consideration
    Score25
    • Todd Thomas
    • Gustavo Trujillo
    • Winship, Andy
    • Andy Hericks
    • Steve Blackburn

    We are being asked by our management teams if we have the ability to be able to report on who has updated a ticket.

     

    This report is vital in being able to identify which agents are updating tickets and more importantly which agents are not.

     

    We can currently report on when the ticket was last updated but not by who.

     

    We can go into the Audit log and see but as the teams are dealing with hundreds of tickets a week that isn't a feasible option.

     

    The report would need to show , per agent, how many tickets they have updated in a certain period.

     

    If you need anymore clarification then please let me know

    What problem will this feature solve?:
    Management Information on Agent performance