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, allowing you to analyze agent performance or ticket handling by the designated groups. This method is a practical workaround for reporting on agents in groups different from their assigned 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…
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…
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…