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Total Escalation Time
Hey Guys,
Is there a way to see the total amount of time that a case has been escalated? You can report on the total amount of time that a case is on Hold but this doesn't translat to esaclated as not all cases that are escalated are put on hold.
ie. A case is created and after an hour, it is escalated to L2 support. L2 then de-escalates it back to support after an hour. Support then escalates it back to L2 who closes t case after an hour.
The total time spent escalated should be 2 hours.
Thanks
Ross
0