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Calculating time of incident resolution after escalation?

Accepted answer
edited Aug 9, 2018 7:38AM in Reporting & Analytics for B2C Service 6 comments



I want to add column in report to calculate time taken to resolve incident after that incident is escalated. It should display time in hours and minutes format.
I can get time difference by date_diff( incidents.closed, incidents.escldate ) but can't get the desired output in columns. I have gone through incident performance table documentation but couldn't find anything for this. Can someone please suggest a way or solution?


Oracle Service Cloud 18A

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