Hello,

We are in need of a way to build a report in the manner it is explained below.

Report details in English words: We want to know how many tickets each person is taking from the unassigned queue and assigning (to anyone) and then we want additional detail (if possible) that shows for the tickets that any particular agent takes from unassigned to assigned, how many do they assign to themselves versus assign to someone else.

• Count by Agent of how many tickets they completed the first-assignment (going from Unassigned to Assigned)
• For the tickets above, by Agent, how many tickets were assigned to themselves versus the rest of the team