Hi, Heath

 

That level of detail is a bit beyond what SmarterTrack can currently provide, as I'm sure you know. While you can't get THAT detailed, you can create a custom report to at least tell you the number of tickets that came in for a specific Department, Group or even down to the Agent level. It at least provides an understanding of the activity for whatever "Group By" you select. You could also add other report items to a single custom report and get that emailed to you daily...I certainly see what you mean, but since SmarterTrack has to be flexible enough to accommodate everyone who uses it, it also has to be somewhat limited in what it can provide due to the resources required to do some of the "heavy lifting" required for such detailed reports. 

 

As an aside, the next version of SmarterTrack will be 100% API-driven. Therefore, you can develop your own report based on whatever details you can extract from SmarterTrack.