So we have an report that shows how many tickets each agent is assigned each day. The problem with that report is it only records the first person to take the ticket. this has lead to one of our agents taking tickets they have no intention of working on so they get credit for the ticket, then they assign it to someone else.
Would I would like is a report that shows each agent that a ticket is assigned and dates on when the assignment happens. Does anyone have anything like this?
