Reporting on Agents in Different Groups
Can I report on agents in a different group than their Support group?
Yes, you can report on agents in a different group than their Support group, but it requires some workarounds.
While you can only use the group attribute to show what Support group an agent is assigned to, you can create a custom user field or add a tag in agent profiles to designate which manager they have. This allows you to report on that custom user field or tag. Additionally, you can create a custom attribute based on existing attributes like Assignee name or email address to group ticket assignees according to managers. For more details, check out the originalZendesk article.
More related questions
How can I use custom fields to report on agents by manager?
You can use custom fields to report on agents by manager by creating a custom user field in agent profiles. This custom field can be used to designate which manager an agent has, allowing you to generate reports based on this information. By doing…
What are the steps to report on agents using tags?
To report on agents using tags, you need to add specific tags to agent profiles. These tags can represent different managers or any other grouping criteria you wish to use. Once the tags are in place, you can generate reports based on these tags,…
Can I create custom attributes for agent reporting?
Yes, you can create custom attributes for agent reporting by using existing attributes like Assignee name or email. By organizing these attributes into groups or sets, you can create custom attributes that allow you to report on agents according to…
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