Need to create a "Tickets by agent and priority" dashboard/report (basically a queue)

  • 0
  • 1
  • Question
  • Updated 1 year ago
  • In Progress
  • (Edited)
I've been asked to create a report to control what agents are doing and what each of their queues looks like. 

The report should have the agents' names as the column headings and rows should be priority (1-15).

The data in the report should be the heading of the corresponding ticket. There is a table containing all the tickets. Once the ticket is completed, it should move out of the queue.

Any ideas how to do this?

Photo of Carlos

Carlos

  • 654 Points 500 badge 2x thumb
  • perplexed

Posted 1 year ago

  • 0
  • 1
Photo of QuickBaseCoach App Dev./Training

QuickBaseCoach App Dev./Training, Champion

  • 51,306 Points 50k badge 2x thumb
This will not be possible to do in native Quick Base.

My suggestion is to have separate reports by Agent and have a link to a Dashboard with all your Agent reports. You get to have 3 reports across the page and quite a few rows of reports.
Photo of Ⲇanom the ultimate (Dan Diebolt)

Ⲇanom the ultimate (Dan Diebolt), Champion

  • 26,502 Points 20k badge 2x thumb
>This will not be possible to do in native Quick Base. 

Come on Man (#ComeOnMan), QuickBase can do anything now that we have Service Workers. We could create a new API_NotBePossibleToDoInNativeQuickBase and pick some parameters to pass that define the tables, queries, fields etc involved in the task and then just calculate and return the response through a Service Worker.
Photo of Matthew Neil

Matthew Neil

  • 31,438 Points 20k badge 2x thumb
You could make this with a summary report, but rather than having the text of the 'item' you would have the number of items in that category.  Then they can click to see the details (even beyond the heading)
Photo of Carlos

Carlos

  • 634 Points 500 badge 2x thumb
That would have been a simple solution, but what's needed is a report to have always on a screen so everyone can see what each agent has in his/her queue.
I'm looking towards a lower-tech solution by using a custom html and putting up there a report for each agent with the tickets.
It's kind of working out except I can't hide the first column (where the view/edit buttons are), making the reports unnecessarily thick