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Tracking time spent in Incident Queue

Received Response
edited Feb 10, 2021 3:02PM in Reporting & Analytics for B2C Service 1 comment



I have/am trying to build a report that shows how long an incident has been in a certain queue. I'm using inc_performance.intv_type Queued to De-queued filter in the report and then date_diff(sysdate(), inc_performance.time_start) within the report to determine how much time has elapsed. However, this is picking up each queue transition and displaying them as a separate entry in the report. Obviously this is causing some confusion for agents as a single incident looks like multiple incidents. I'm assuming that there is something that can be done to hide previous transitions and only show the most recent transition as this is

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