How can a team ensure they track their work in PD properly when all the requests they ever get are “Adding Responders”. I lead a shared services team that provides support for Product teams across my org. I have an escalation policy that has schedules that will only have one user at a time. How can I ensure my team keeps track of all such “Add responder” requests coming from many teams at once.
I can see that creating multiple schedules can be an option. But is there a dashboard that shows what all requests I accepted or a way for me to say " I would be happy to assist you but you are in Queue"