Skipper

Exactly what we needed.

Good information, but no way to export data or enter a date range. Report shows the 5 agents with the most skipped tickets, but you can't see beyond the top 5 so there's very little analysis to be done. Also, there is a field for agents to put in a reason for skipping, but there is no way to make this field required so as soon as agents figure out that they can leave this section blank, they will.