This release introduces updates to Ticketing & Messaging reporting, Auto Distribution, and ticket conditions. You can now analyze agent activity in more detail, configure Backup Departments for ticket distribution, and use Assignee Status in Ticket Triggers and Agent Console Ticket Views.

Agent Activity Reporting

In Custom Report, a new Agent Activity dataset is now available under Ticketing & Messaging. You can use it to analyze agent activity on tickets with metrics such as Tickets Handled, Replies, Notes, Reassignments, Updates, Resolutions, Total Actions, and Actions per Handled Ticket. You can also group and filter the data using agent activity, ticket, time, and supported custom field attributes.

In the Agent Activity report, you can click a value under Tickets Handled to view the contributing tickets. When you open a ticket, a new Activity Summary is available in the ticket details panel. It summarizes activity from all agents across the ticket’s full lifecycle, including Ticket Time, First Response Time, Avg. Response Time, Total Replies, Notes, Reassignments, Resolutions, and Updates.

Backup Department in Auto Distribution

You can now configure one or more Backup Departments for each department under Ticketing & Messaging > Settings > Auto Distribution.

When Automatically distribute tickets to online agents only is enabled, Comm100 first looks for an eligible agent in the primary department. If none is available, the configured Backup Departments are checked according to their priority. 

Assignee Status Condition

A new Assignee Status condition is now available in supported Ticket Triggers and Agent Console Ticket Views.

You can use Online, Away, or Offline as condition values to trigger actions or filter tickets based on the current status of the Agent Assignee.