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Logic used in Long wait on Agent report

in Help Desk 1 comment

Summary:

The description given for "Long wait on Agent" is as below, but I wanted to know the exact logic. Like the report will pull report if the agent havent logged into the application for last 24 hours or didnt respond or work on the SR assigned to him. Please get me the exact logic since we have to mimic report to pull the agent who performance is good

Long Wait on Agent - Number of service requests that are waiting on the agent for longer than 24 hours.


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