Hi, i am doing a queue manager role in service desk team. Is there any report in servicenow, to get how many of the incidents i have assigned on each and every agent name?

Magesh4
Kilo Contributor

‎02-05-2022 09:48 AM

Hi, i am doing a queue manager role in service desk team. Is there any report in servicenow, to get how many of the incidents i have assigned on each and every agent name?

 

Agent sometime move that incidents to 2nd level groups or can resolve or hold. But I need a count report which QM assigned how many incidents on per agent name.

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scott barnard1
Kilo Sage

‎02-06-2022 07:15 AM

Hi Magesh

I know that you asked for a report however may I suggest a dashboard of various reports?

A lot is personal preference and also how much time you spen personally on the platform.

A number of Service desk managers on our instance prefer tailored dashboards. This gives them a view at a glance of things that are of importance to them.

So number of tickets in the queue, number of unassigned tickets, number of tickets that have not had an update in x days, Sla warnings, tickets by agent etc etc

 

Just a thought as the op have covered off specific reporting

 

Regards

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Community Alums
Not applicable

‎02-13-2022 01:35 AM

Hi Magnesh,

Please watch the following video accomplish your requirement.

Please mark this comment as Correct Answer/helpful if it helped you.

Cheers,

Hardit Singh

Connect with me on YouTube

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