Help on QueueItem Entity

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Posted on by Community Member Microsoft Employee

I need to be able to get a historical count of cases which have been assigned to a given queue. So for example if I have a queue called L1 Support I need to be able to tell how many cased were assigned to that queue in the month of may, even if there is currently not a queue item record still.

Any one have any experience or suggestions as to how I can achieve this?

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Queues and Routing

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LuHao 40,876 on at

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RE: Help on QueueItem Entity

Hi jay,

If a queue item is routed to another queue, the value of the Entered Queue field of the queue item is not equal to the value of the Created On field.

We can use this to determine whether the queue item is routed from other queues. Proceed as follows:

1. Create a field for the queue item, Data Type is Two Options, and Field Type is Calculated.

2. Edit the calculation logic for this field. As shown in this picture:

3. Modify the filter for the report in my previous reply, leaving the rest of the report unchanged. As shown in this picture:

4. Run the report and correctly list the results we want.

Please refer to this article for details on calculating fields:

[View:https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/define-calculated-fields:320:50]

Hope this helps.
Community Member Microsoft Employee on at

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RE: Help on QueueItem Entity

So I think this is useful for items that go to that queue and then stay on that queue and have an associated queue item record. But this wont capture that a record (incident in my case) went to that queue and then was moved to another queue. Essentially what I am trying to assess is now many records are hitting a given queue, understanding that they may not remain on that queue.
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LuHao 40,876 on at

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RE: Help on QueueItem Entity

Hi jay,

We can use the Wizard Report to list the required Case.

Here are the screenshots of the Wizard Report settings:

1. Primary record type is selected as Cases, and Related record type is selected as Queue Items(Object).

2. Set the filter by the time of the Queue Items and the Queue of Case.

3. Select the column for the report. Note that when selecting the grouping, the Summary type needs to be selected as Count.

This is the running effect of the report:

For more steps on the Report Wizard, please refer to this article:

[View:https://crmbook.powerobjects.com/basics/analytics/microsoft-dynamics-crm-report-wizard/:320:50]

Hope this helps.