Hi,

We've created a number of workflows to allow us to auto assign tickets to agents based on keywords and other criteria.

I'm struggling to create a report that would show me what is the percentage of tickets that are assigned automatically via workflows and percentage of tickets assigned manually from the Unassigned queue.

The standard assignment report available in analytics shows me that 100% of tickets are allocated automatically but this is definitely not true as we're allocating quite a lot manually.

Can you advise how to create a custom report to show me tickets allocated via workflows as a percentage of all tickets?