Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
Correct way to count incidents First Responded by a given Group? — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Correct way to count incidents First Responded by a given Group?

Received Response
edited May 28, 2020 3:42AM in Reporting & Analytics for B2C Service 4 comments


Seeking best way to count incidents Initially responded to by an Agent Group


Hi all - we pay our frontline Call Centre based on # Incidents where they sent an Initial Response, even though they may subsequently escalate the incidents to another agent group. To validate their invoicing , we want to run a monthly report checking their numbers.

I'm finding I get fairly different results depending on how I try to run this, and I'm hoping someone can help me find an obvious '"right" way to do this.   Here are the 3 ways I can see, each of which yields results that vary from one another:

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!