Request Queue Hopping

Request Queue Hopping

Is anyone monitoring this forum anymore?

Your Version                  13.0 Build 13000

Database Type                     PostgreSQL 10.17


Requesting assistance to build a report to identify queue hopping of requests.

Report #1 (Details)
  1. Request ID
  2. Subject
  3. Description
  4. Group 1
  5. Group Changed By
  6. Group 2
  7. Group Changed By
  8. all the way through to Group n
  9. 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.


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