Escalating calls to other teams

[Everton1878]

Hi,

Is it possible to report on how many calls are passed from one team to another per day?

90% of our calls will initially go into our 1st line queue. If they can't fix the issue then it is escalated to our 2nd line queue

If 2nd line can't fix it then it is escalated to one of our specialist queues i.e. Development, Infrastructure or Engineering

We'd like to be able to see how many calls are passed each day to our Development and Infrastructure teams

I have a couple of measures set up that run daily but the data isn't accurate

Thanks,

Pete

 

[Everton1878]

Just discovered the h_itsm_request_team_assignment table

That might give me what I'm after

 

[James Ainsworth]

Hi Everton1878,

Let us know how you get on with the  h_itsm_request_team_assignment table

Regards,

James

[Everton1878]

Hi @James Ainsworth that looks to be giving us better figures now

[James Ainsworth]

That's Great news @Everton1878. 

James