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Group time taken/difference

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edited Mar 28, 2019 3:30PM in Reporting & Analytics for B2C Service 5 comments

Content

Hi,

I want to group time differences on actions... so sort of like an SLA, but it's comparing the time between an internal escalation and a response sent...

So I want to see how many escalations are handled in 0-10min group, for example...

# sent Time to respond % in SLA
  0-10min  
  10-20min  

is that possible? I tried creating a variable but then I need the column to use the variable...

Thanks

Lorna

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