This report gives a complete breakdown of tickets resolved, In-Progress and Active including escalations and transfers based on skills.
To view Tickets handled by skill report go to Reports>Email>Tickets Handled By Skill Report and the following interface appears on the screen-
Screen Elements-
|
Screen Elements |
Description |
|
From |
Enter starting date and time to generate a report |
|
To |
Enter end date and time to generate a report |
|
Timezone |
Select a particular timezone from the dropdown box |
|
Skill |
Select a skill from the dropdown box |
Click 
button after making entries in the field. The report will be displayed in the following format-
•Click a link under Skill category to get date wise sub report as shown in the below screen
Click 
to expand and view the description of each category and the list will be displayed in the following format-
