Ticket Routing Performance Analytics

[Uno_Z06]

Hello I have a story in which i'm trying to solve. I'm trying to see if there is a way of tracking tickets through each of the assignment groups in performance Analytics. I know it is possible through a list report which I've already done but need something slightly more dynamic.

[AndersBGS]

Hi @Uno_Z06 ,

You can't do it through performance analytics, as performance analytics is snapshot data (daily, weekly or monthly) where if a ticket change assignment group twice in one day, then you wont capture it. Instead I would suggest to create a metric definition, as this can capture assignment group change. After you have done this, you can utilize performance analytics for reporting purpose if needed.

[Uno_Z06]

Hi @AndersBGS 

Thank you for the response. The Metric definition is already in place which is how I was already able to do a report for it but was trying to do it in Performance Analytics now instead. I would like them to be more than in just list view which is possible with reporting but a little harder in PA.

[AndersBGS]

Hi @Uno_Z06 ,

All right, perfect. So where do you get stuck for the performance analytics?

[Uno_Z06]

@AndersBGS  I'm trying to create an indicator that can show incidents as they move through each of the assignment group or at least count of how many incidents moved between each assignment groups.