Time in Status (Transactions Calculation w/ Custom Script) - Analytics Cookbook Recipe
Time in Status
Calculates time using custom script
Author: Bastiaan van der Kooij
Independent Oracle Service Cloud Consultant
Difficulty rating: (Advanced)
Target persona: Anyone interested in Incident status transitions
Overall description/purpose: This report uses the status transactions from the transactions table to display all status changes from an incident, sorted by the date the status was changed. Using a custom script the time that the incident spent in that particular status is calculated and displayed back to the report user.
Use case being served: This type of granular status data is not stored in the inc_performance table. Using the transactions table alone there is no way of calculating the time spent in a particular status. To avoid using external solutions this report with custom script can be used.