Metric to capture CSM

[Ralton Stewart]

Hello Community,

I have a requirement for the following, how can I capture how many colleagues work on a case, whether in same queue or different queue.

We would need a metric to capture how many times "assigned to" field changes in a case to measure this modal

[Mark Manders]

If it really is the assigned to that works on a case, you can just create a metric (like you mentioned yourself) on the 'assigned to', start on assigning to a, end on assigning to b. This will run on all cases, no matter in which queue they are. And by doing a 'group by case' on a report, you can easily see how many metric records there were for one case.

[AndersBGS]

Hi @Ralton Stewart ,

Why not utilize the metric definition:

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders