SLA Report Calculation
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?