Question

Can I report on skipped tickets in Guided mode?

Answer

No. Reporting functionality doesn't exist for ticket data that relates to Guided mode.

You can view skipped tickets for an agent in Guided mode. From Admin Center, go to the Team members page. Open the agent’s profile and click Play only. A list appears with the tickets skipped by the agent and the reason entered.

As a workaround, you can pull all skipped tickets and comments with the Tickets Skips endpoint of the REST API.