Cloud for customer analytics report - times a ticket gets "ping ponged" between agents.

[lehmoors]

Hi there,

Could someone help me with the following requirement.

I am searching for a business object that shows the amount of times a ticket gets "ping ponged" between agents.

Is this key figure there in the standard reporting functionality of C4C?

Number of Interaction Steps: is not the correct key figure because: This key figure corresponds to the number of times the status of the ticket has been changed. For example: Open, Closed, Completed, etc.

Kind regards,

Léh

[former_member226]

Hello,

Have you checked standard Data Source "Ticket Time Points and Contact Party"(SEODSRQDTS01) as this contains a key figure called "Time With Agent(Secs)" that exactly responds to "ping pong" time between agents.

[lehmoors]

Hi there Saurabh Kabra,

I do not mean the amount of seconds the ticket is with a specific agent.

I mean the amount of times a ticket is bounced between agents.

For example.

Agent 1 receives a ticket. Agent 1 sends the ticket to agent 2. Agent 2 sends the ticket to agent 3. Agent 3 sends the ticket to agent 4. And agent 4 resolves the ticket.

The amount of time a ticket is pinged ponged between agents would be 3.

A key figure that measures to total number of agents that worked on the ticket would also work. (in the case of the example this would be 4).

Kind regards,

Léh

[former_member226]

Hello Léh,

I think this couod also be achived using "Ticket History"(SEODSRQHHB) Data Source as shown:

[lehmoors]

Hi there Saurabh Kabra,

Thanks for making the test case. I think that this means how many tickets are handled per agent. (this is not exactly what i meant with my example)

In your example i can see that Agent 8000000740 has handled 1 ticket.

What i want to accomplish is to see per ticket how many agents worked on it.

Put differently: i mean that per Ticket you can see how many times it is bounced between agents.

So for instance. Ticket X is bounced 5 times. Ticket Y is bounced 3 times.

Would this be possible within standard C4C?

Thanks for your help.

Léh

[former_member226]

No, it means that how many times the ticket was transferred in between the agents. I forgot to attach the snapshot of "Selection Parameter" last time.

May be you can check here: selection-params.png

And using the data source mentioned above, it is very much possible within C4C standard solution to count how many times the ticket was exchanged.