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Incident Performance Trends

edited Jan 27, 2016 9:23AM in Reporting & Analytics for B2C Service 3 comments

Content

Hey Guys,

We want to improve the way things are being measured in our queues and I need your assistance with that.

Currently, we are using the slightly modified version of ‘Queue Activity (id 95)’.

Our modification is basically that we count how many times the interval starts and not the distinct incidents the interval occurred in, counting the amount of times an interval starts and ends reflects the backlog better.

 

Business flow and definitions

We want to be able to count how many ‘incoming’ and ‘handled’ intervals occur in a timeframe.

The default interval (Queued to De-queued) does not fit our definition so we want to change it.

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