Case Movement tracking through Queues

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Posted on by Michiel A

hi All,

Our process is setup such that technical support cases in CRM move between different queues ( eg - escalation levels L1->L2->L3->L2->L1).

How would I be able to run a report to see

how many cases came into a given queue on a given day.
how many times a case changed queues before it was resolved

Right now it seems CRM only remembers when a case came into its current queue, but doesn't recall in what and when that case was in previous queues.

( eg- like a owner/queue history field that salesforce.com has)

Best Regards

Michiel

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Stefa 5 on at

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RE: Case Movement tracking through Queues

Dear Gents,

I think you could be able to help me from what I read in this discusion:

What I need to be able to do is: create a view to see which Complaints entered a particular Queue over period X.

I read the following in your comments: "So as you know, we could only get the enter date for each queue item."

Can you please advise how we could do that?

What I'm trying is Create a View-> Queue Items -> Queue Equals X ->Entered Queue Y; BUT it only brings items/cases that are currently in the Queue, not showing which complaints enetered that queue over certain period.

Thank you in advance and regards!

Neli
Michiel A 15 on at

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RE: Case Movement tracking through Queues

Hi Leo,

Thank you for the feedback. My main issue is that a case can enter and leave a queue in a matter of hours. Hence, my current daily reports do not show actual workload for a given queue on a given day ( since by the time I run the report, the case is gone and hence it is not counted)

Is the process we are using in MSD365 wrong? (we recentely moved from salesforce.com)

What is the MSD365 design/process filosophy to have multiple teams share cases between themselves (=Queues), but allowing a manager to monitor/measure the actual case influx (work) in those queues. We may have incorrectly "translated" this from salesforce.com.

The only other alternative I have found is another post here requiring the creation of a new queue entity item that captures the history

community.dynamics.com/.../884709

best Regards
LeoAlt 16,329 on at

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RE: Case Movement tracking through Queues

Hi Partner,

Unfortunately in D365, queue item dose not has such history field to store what queue did the item was in.

So as you know, we could only get the enter date for each queue item.

If you want to filter the queue items based on entered date, there are 2 ways.

1.Create an OOB report in D365 based on queue item and when you run the report, click on "Edit Filter" to add your conditions.

2.Create a SSRS report, and add the entered date as filter parameter, so that we could filter records based on entered date on the report directly.

Regards,

Leo