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    JJ
    How many incidents an agent assigned to someone else?
    Topic posted August 31, 2018 by JJ Bronze Crown: 15,000+ Points 
    37 Views, 6 Comments
    Title:
    How many incidents an agent assigned to someone else?
    Content:

    Hi,

    Is there an easy way we can see how many incidents an agent assigned to someone else (whether it be an individual or a group, as long as they assigned it to someone other than themselves)

    Thanks,

    JJ

    Comment

     

    • JJ

      Sorry - sussed out I need to look in the transactions table!

    • Sristy Arya

      Hi,

      Try using Transactions table - field trans_type=Assigned to find the same.

    • Sristy Arya

      Hi JJ,

      Join Transactions table with Incidents table & use the below filter .

      1. transactions.trans_type = Assigned

      2.transactions.acct_id = Agent name(who assigned the Incidents)

      3.incidents.assgn_acct_id != Agent name(given in step 2)

    • JJ

      How would I see who they assigned it to? Let's say I want to see how many Agent X assigned to Agent B?

      So if I wanted to see how many Jo assigned to Dave? Could I also see how many Jo assigned to Group A?

    • Sristy Arya

      Hi JJ,

      For example you want to know how many Incidents Agent X assigned to Agent B/Agent C & so on. Create a Report that shows the Count of the Incidents & then use Drilldown to see whom they are assigned .

      Report should have columns - 

      Column 1 - Agent Name (transactions.acct_id)

      Column 2 - No.of Incidents Assigned (Defination will be - count(incidents.i_id) )

      Drill down will be on Column - 2 

      Use columns Ref Number,Assigned Account in this report to know who the Incidents are Assigned to .

       

    • JJ

      That would show currently assigned right?

      What if for an incident:

      • Agent A assigned to Agent B
      • Agent B to Agent C
      • Agent C to Agent D
      • Agent D to Agent A
      • Agent A to Agent B
      • Agent B to Agent C
      • Agent C to Agent A
      • Agent A to Agent B
      • Agent B to Agent A

      Agent A assigned to Agent B 3 times

      Agent B assigned to Agent C 3 times

      Agent C assigned to Agent D 2 times

      Agent D assigned to Agent A one time

      Is this possible