Metric for Agent Involvement in Transferred Tickets

Business Problem

Currently, performance reports only associate tickets with the last assigned agent. This hides the actual workload and involvement of agents who handled the case before a transfer was made.

Desired Outcome

A metric that counts the total number of unique tickets each agent has actively worked on, regardless of who the final owner is. This will provide a comprehensive view of individual performance and help to accurately identify support needs within the team.