We use CRM to manage help desk incidents by creating queues from an inbound email adrressed to help.desk@mycompany.com . Our onsite help desk technicians look in the 'help desk' queue and respond to these issueses. If they can be resolved immediately, without involving other resources, then we do not escalate the queus to a case.
The process is working well, except we have discovered that once a queue is removed or released, we cannot find a way to report on it. Accordingly we are unable to measure how many Queues a particluar technician is resolving in a given time period. We are only able to report on queues that remain in the queue.
I have tried every possible field in the report wizard, but am at a complete loss. I would like to track each removed or released queu and associate a time measure against it.
Any help would be appreciated.
Thank You,
David Walker, Managing Partner
Charter consulting Group