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    Simon Kilgarriff
    Monitoring Agent Inboxes - Analytics Cookbook Recipe
    Topic posted September 27, 2017 by Simon KilgarriffGold Trophy: 10,000+ Points, last edited September 29, 2017 
    349 Views, 1 Comment
    Monitoring Agent Inboxes - Analytics Cookbook Recipe

    Monitoring Agent Inboxes

    View All Open Incidents Assigned to My Group

    Author: Simon Kilgarriff

    Difficulty rating: (Beginner)

    Target persona: Agent Supervisors / Team Leads


    1 Table (incidents)

    6 Columns to display incident information

    3 fixed Filters

    1 Rollup for agent name

    Overall description/purpose: 

    This report enables team leads/supervisors to view all incidents currently in an agent’s inbox and gives them a view as to what people are working on.

    The report filters on unresolved incidents and the logged-in agent’s assigned group and also filters out any unresolved incidents that are not assigned. You could easily add this in by removing the filter if desired.  Unassigned incidents would show under a roll-up called ‘No Value.’

    Use case being served:

    A lot of teams work using My Inbox.  A frequent request is for a team lead/supervisor to have a view showing all team member’s inboxes.  This would allow them to be able to see who is working on what and also reassign anything – if for example an agent is on holiday and has items in their Inbox.

    Since I’ve had customers request this a few times and didn’t find anything in the out-of-the-box reports, I thought I’d share this simple report to show how this can be done. 

    Screen shot: 

    Master Chef Approved (a.k.a. Data Validated)? Yes

    Included are the following (in a .ZIP file):

    • Human readable PDF report definition
    • Complete Report Recipe and Report Configuration Details (PDF)
    • XML Report definition 



    • Erica (Leep) Anderson

      We are leaving these report recipe posts open for comments, because we want report chefs to hear how their report recipes helped you. If you found this report recipe helpful, please give Simon's post a thumbs up and leave a comment letting him know you appreciate his help, how this report helped you and your organization, etc.

      If you have a question about this report recipe, please start a new topic in the "Reporting and Analysis" forum board and link to this report recipe in your question. DO NOT post your reporting question here. We will remove any comments asking for help in the comments of this post.