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Reporting SLAs on Social Monitor created Incidents

Received Response
edited Feb 27, 2016 4:28PM in Reporting & Analytics for B2C Service 1 comment


Hi All,

I have been trying to build this reports for almost 3 days straight now.

My client is using Social Montior to handle direct and private messages.

the current config is:

Autocreate incident - Inactive as this does not thread incidents
Autoappend incidents - Inactive as this will append a facebook response to all previous facebook posts from that user irrespective of question

The client is using social monitor and manually creating or appending the post to an existing incident.

When they create the incidentthe respond to it at the same time, thus the incidents created to initial response field will show a 0 value

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