This seems so easy, yet I have not been able to create a simple report showing which users are most effective at working Queues. Here is the scenario:
- Queues are created via the email router and result from an email sent to help@mycompany.com. Email router is working fine and stable
- Technicians check the queue througout the day and work on these email support requests delivered to the help desk Queue. They either resolve, remove, or escalate the Queues to a case, but in all cases they first select "work on Queue"
The process is working nicely, but I would like to measure the effectiveness of the respective techs and report on how many queues they worked on during a time period - day, week, month, etc.
There are no preconfigured reports, and my efforts to create one have all yielded no data whatsoever. What am I doing wrong?
Thanks for your kind assistance,
David Walker