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INC_PERFORMANCE TABLE - CREATE TO FINAL RESOVLE DISCREPANCY

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edited Oct 22, 2020 1:25PM in Reporting & Analytics for B2C Service 2 comments

Summary

INC_PER TABLE SHOWS CREATE TO FINAL RESOVLE SHOW CORRECT DATE WRONG AGENT

Content

 

Agent X - closed incident 10/13/2020

Customer - updated incident

Agent Y - closed no survey 10/21/2020

INC_PERFORMANCE TABLE - Create to Final Resolve interval; shows Agent X as agent who closed the incident (incorrect) and shows the Interval End Date if 10/21/202 (correct) 

Do we have a setting/data issue or am I not understanding the 

Type 4 - Create to Final Resolve:

Interval Start: when an incident is created
Interval End: when the incident is set to a Solved status type

If the incident is re-opened, the interval will be removed and added again when it is solved again, using the final time as the end time. There will never be more than one type=4 interval per incident. The action_cnt field counts the total number of responses sent for that incident. The inc_performance.solved field will be set to 1. 

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