KPI Report - via phone  Can you please help me identify how the report gets the number for "via Phone"? Are these incidents manually created by the technicians?

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    KPI Report - via phone

    Can you please help me identify how the report gets the number for "via Phone"? Are these incidents manually created by the technicians?


    Resolution

    This is correct. The 'via Phone' amount in the KPI reports would relate to those raised by the technicians via the technician screens.