Requesting assistance to build a report to identify queue hopping of requests.
Report #1 (Details)
- Request ID
- Subject
- Description
- Group 1
- Group Changed By
- Group 2
- Group Changed By
- all the way through to Group n
- COUNT of group change occurrences
Additionally, how much time was lost to being assigned to the wrong group (Time in group?)
GOAL: Identify opportunities to reduce queue hopping and deliver issue resolution to the user in a more timely manner by improving accuracy of first time category/group selection.