I’m having a great deal of pain with this lately. We’re trying to track the percentage of conversations fully resolved by a single agent. Great news: such a report exists, called Closed conversations on first contact rate. Awesome!
Bad news: it can not be added as a custom report! I need to filter it by teammate assigned for the whole team - and specifically by the teammate, not by team (due to internal procedures filtering by team is useless). The report doesn’t support filtering by Teammate: belongs to Team X, it can only be filtered by selecting each teammate one after the other.
I have to do this every morning!! I go into Effectiveness, click on the filter, select Teammate and then select each teammate one after the other in the dropdown. It’s so annoying!!! My one saving grace is that there’s only 10 of them - I shudder to think what I would need to do if a had a large team…
Please please please add this filter or let me add the report to my custom ones where they can be filtered!