I am working as a queue manager for a service desk process with 30 agents.
We are using ServiceNow as a ITSM tool and here we are receiving 400/perday new incidents from end-users.
We have 5 queue managers and we are assigning incidents on agent names manually to achieve the response SLA.
As of now, a agent get assigned 30 new incidents per day. The agent can work and resolve incidents if possible and some of them need to route to 2nd level team for further assistance.
As a queue manager we are tracking the assigned count manually. Is there any possibility to take report or dashboard to fulfill the below requirements?
1) Need a count of assigned incidents by each and every queue managers.
2)Count of incidents agents get assigned (New & reassigned)
Note : We can get the count by running report based on assigned to. But it will not show the incident if the agent routed to another group and un-assigned.
