Last queue

[libbera]

Hello, my name is Ricardo and i've got a question.

I need to determine the time a ticket enter in the last queue, this beacuse it's possible a ticket go to more than one queue so with that time i could contact the leader of that queue and show the time spend and the need to solve the problem, and also in the report show it.

I've thinking of use Dynamic field to put the time when a ticket change queues or when the ticket is unlock (because when we change the queues we unlock the ticket), but don't know how to configure it, ¿is it with generic agent?, i need this to happen to all tickets as a common feature, and just need the last time, so if a ticket move to another queue the dynamic field update to the last time.

Ps. The outcome needs to appear in the stats, that's why i think of dynamic field.

[crythias]

Welcome to the forum! :)
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