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Transaction table edit times

Received Response
edited May 30, 2018 7:55AM in Reporting & Analytics for B2C Service 7 comments



We are using the transaction table to check the time spent by an agent in editing incidents. For that we are calculating the time difference between start date and end date of hte transactions table, but we are finding that a good amount of this calculation is 1 or 2 seconds.

We understand that this measures the times between the agent opens the incident and saves it. Is this correct or is it measuring something different? We find that less than 5-10 seconds for editing an incident is actually quite unrealistic, so I assume we are missing some concepts here.

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