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SLA Report Calculation

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edited Sep 25, 2019 9:28PM in General Functional Discussions 2 comments

Summary

SLA Reports

Content

Hi All,
I have a workflow "For example" as below:
Tier1 department: Creates the incident then escalate to Tier2
Tier2 department: Process the incident to give a reply

I need to know how long time did it stay with specific agent 
And that`s to calculate SLA if it`s applied correctly for each agent or department or not.

Is there a seeded report that serve me in that point?

Version

19A

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