Hello @Matt Lodge
Look @Matt Lodge I just configured this report on "awa_work_item" table -
With the condition as "State = Accepted" and here I have added "group by" on "Document ID" field - so you can see all the "Queues" the "Interaction had been previously and also is currently in". You can add many more columns and queries also to customize it per your preference, I showed the basic based on requirement you shared @Matt Lodge
I hope this answers your queries.
Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket.
Regards,
Shivalika
My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194
My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY
This will show you the chats that have been transferred and to which queue. With our configuration, it is obvious which queue it came from since we only have 2 queues.
If you add Assigned To, when that shows empty, it shows the originating queue and empty means no one in the queue the chat transferred to accepted the chat.
Now I need to figure out how to get those transferred chat counts to 2 chats 😞 Since the person was helped by both areas.
