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

nested aggregations - just another calculation of first resolution fix rate

Received Response
edited Nov 30, 2016 9:06PM in Reporting & Analytics for B2C Service 1 comment



I just want to build a custom report calculating our view on first resolution fix rate.


From business perspective the incident has a first fix when the incident is solved without any queue change. In case the queue of an incident is changed (other department works in other queue) this is not considered as first fix.


Based on that I want to count all incidents where the inc_performance.time_end (inc_performance.intv_type = 4) is the same time-stamp as inc_performance2.time_end  (inc_performance2.intv_type = 13) of the first queuing. (onca again: The end date of the final incident solution should be the same end date as the first and only queue performance).

Howdy, Stranger!

Log In

To view full details, sign in.


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