In Helpshift Analytics and Power BI, if the current assignee is an Agent and the Issue is resolved by an Automation, it will always be attributed to that Agent.

If the Issue is unassigned and resolved by an Automation, it will be attributed to that Automation.

Here are some examples:

  • An Agent replies to an Issue. Another team member assigns that Issue to a Queue. After that, an Automation resolves the Issue, because the end user did not follow up. Because the Automation resolved that Issue, and the current assignee was blank, the Issue resolve count was attributed to the Automation.
  • An Issue is assigned to an Agent, but it is resolved by a Time-Based Automation before the Agent can take action. The Issue resolve count will be attributed to the Agent, since it was assigned to them at the time it was resolved.