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Time to Resolve, excluding Waiting

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edited Oct 3, 2014 2:58PM in Reporting & Analytics for B2C Service 5 comments

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Hopefully I'm just overlooking something simple, but how can I find the total time to resolve a ticket excluding time a ticket was in a status type of waiting? I had started with the performance interval table but the 'servicing' interval didn't seem exactly right, but it also isn't described very well. The 'create to final resolve' is what i'm using now but i really need to exclude 'waiting' time.

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