Freshworks named the only Challenger in 2021 Gartner® Magic Quadrant™ for ITSM tools. Access Report

Start a new topic

Ability to exclude specific agents from Arcade mode

Arcade mode is a nice feature, but doesn't work totally as intended in our environment. We have some "fake" agents (i.e. a service account) that automatically intake certain tickets and close them based on Dispatcher rules. This skews the metrics and essentially ensures that that the service account will always be #1 in certain categories. It would be great to be able to exclude certain agents from the Arcade calculations, or at least the leaderboards. 

4 people like this idea
Login or Signup to post a comment