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

Actual SLT time worked by Agent

in Reporting & Analytics for B2C Service 2 comments

Summary: we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration

Content (required):

For B2C service, we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration. We have tried to use the standard ‘incident performance table’, but the data saved in this table takes/adds waiting time also into consideration to the actual worked time by the agent. Can you please suggest an out of the box method to calculate the relative time taken by the agent for an incident or any customization done.

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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