User Specific Metrics in Action Reports

Actions

Improved insights for ticket assignment in a user basis.

For most action/ticket users the main KPI is employee performance and adhering to the SLA adherence for each and every employee. Many times, customers have one or two users accessing a specific queue. In those cases directly assigning the ticket makes more sense.

Instead of viewing the metrics just on a queue basis, this configuration will provide a better and a detailed view on a per user basis.