How to create a report on the Number of escalated cases (and to which case officer) and another displaying the number of cases handled and closed in 2nd-line?

[Daniel R2]

How can I create a report to show the number of escalated cases (and to which case officer)?

as well as another report that displays the number of cases handled and closed in 2nd-line? 

and the best type of reports for these.

Thanks in advance! 🙂 

[Mark Manders]

You can report on the sn_customerservice_escalation-table and do a 'count distinct' to show the excalated cases (a case can have more escalations).

The second part is really depending on how you have your system configured. If your assignment groups for instance are recognizable as '2nd line', you can easily report on 'assignment group contains 2nd line', or you enter all 2nd line groups there.
You could also report on the 'resolved by' field, but that only gives users and you can't dotwalk to the group.

If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct.

Mark

[Wojtek Winnicki]

Hello @Daniel Ryszka 

if it is Incident table you can just filter based on field "Reassigment count" (>=2).

If 2-nd line means that it is second group that the Incident was assigned the same as previous point but with conditon that state is "Resolved" or "Closed".

The best type depends on what you want to show - if only list of records, the report "List" type would be good.

[Ramone Palmer]

Very helpful- question is how can I now filter this report to show the agent who made the reassignment (or show how many tickets were reassigned by a specific agent)?