Misroute tracking not sure how to summarize

StandardSanders

New Member
Joined
Oct 17, 2014
Messages
15
Ultimate Goal: Track the count of times an Agent has transferred a ticket that had to be transferred somewhere else. Have a distinct count of tickets that were transferred to more than one team or transferred to one team and back to our team.

Current Issue: Getting the original agent who transferred the ticket to another team

Description: I am looking track how many Tickets (column A) an agent (column B) transfers a ticket to a team (column C) that either gets transferred back to my team (TM-I-TEAM) or to a 3rd team (as an example TID3 goes from TEAM to TM2 to TM3). I can track this on a team level but getting it on an individual level is difficult because I'm only wanting the first person who transferred the ticket to another team. There are times 2-3 agents may touch a ticket before it is transferred so I don't want to track it based on the first agent who touched the ticket as it wouldn't be there error.



Here is an example of the data I'm able to receive and the end result I am looking for:
AtPTErk.jpg
 

Excel Facts

Why does 9 mean SUM in SUBTOTAL?
It is because Sum is the 9th alphabetically in Average, Count, CountA, Max, Min, Product, StDev.S, StDev.P, Sum, VAR.S, VAR.P.
have you used pivot tables before
 
Upvote 0
i under read the needs, so you need the min date for the tickets that have been transferred matched to the team member
 
Upvote 0
i under read the needs, so you need the min date for the tickets that have been transferred matched to the team member

I found a way to do what I was looking to do.

First I flagged if the Ticket ID matched the one above it and used that to flag if it was all the same ticket. So A2=A1, I added another flag for if that was true it needs to check if the ticket was also handled by the same team, if it was then 0 if not then add 1. So using this calculated column I can see anything that is greater than 1 is a misroute, just 1 is the initial transfer and 0 is a non-transfer.

After that I took all the instances where that value was 1 and copied it to another table with just the Agent name and ticket ID, deleted duplicates so I only have the earliest instnace

I added that to my PowerPivot, related the tables by TicketID then did a LookupValue in the PowerPivot to give the name of the person in a new field. So now I can create a PivotTable to show me the distinct count of ticketids, filter it to Transfers > 1 and sort it by agent.
 
Upvote 0

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