A key metric for any Service Desk is to track the number of times an incident or request is reassigned. This is an indication of having the right assignments, is a metric to judge training of Agents, Knowledge Base Articles and to ensure you limit user frustration. This would also be a metric to track First Call Resolution from your Tier-1 Agents and Dashboard/automate escalations off of. I am told via support that this simply does not exist in Solarwinds Service Desk. It is sorely needed and is a basic metric for all Service Desk Platforms.
Please add a count for reassignments on each incident/request and have it as a field that can be visible or simply used in reporting.
