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Reports for KPI Calculation

Received Response
edited Jun 9, 2015 1:48PM in Reporting & Analytics for B2C Service 13 comments


Hi All,

We have a requirement of generating a report for KPI calculation for the following parameters.
a)Open time(creation time of the incident)                                        
b)Pending-Inprogress: Response Time
c)Inprogress-Resolved: Resolution Time
d)Inprogress-Closed:MTTR(Mean Time To Recover)

the standard 'INCIDENT PERFORMANCE REPORT' gives us the data only for initial assign, initial response, initial resolve time. Could any of you please help me out in sorting out this issue towards mapping the time interval for the change in status? Would be grateful if you could do the needful.


Thanks and Regards,

Srinath Srinivasan

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