Hi Everyone,

I have a requirement for a report that would show me all calls at a status of OPEN or ON-HOLD, together with the date of the last Technician update and what that update was.

I need to use this to ensure technicians are interacting with our customers as this is one of our KPI's that over the lifetime of an open incident the analyst must communicate x times in y days.

Does anyone have such a report ?

Thanks

Ian