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Incident Closures by Group - Analytics Cookbook Recipe — Cloud Customer Connect
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Incident Closures by Group - Analytics Cookbook Recipe

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edited Apr 29, 2020 5:12PM in Reporting & Analytics for B2C Service 11 comments

Content

 

 

 

 

 

 

Incident Closures by Group

 

 

 

 

Total Closures versus Distinct Incident IDs

 

 

 

 

 

 

 

 

 

Author: Colby Ross

 

 

 

 

Difficulty rating: (Beginner) 

 

 

 

 

Target persona: Department Managers, Staffing, Executive

 

 

 

 

 

 

 

 

 

Overall description/use case:

 

 

 

 

The target of this report is to Department/Executive Level Managers and Staffing departments a high-level overview of the total number of solved transactions being completed by their groups. This report will show the total times an incident was set to the closed status. In additional, it will show the total number of distinct incidents used in those transactions.

 

 

 

 

Ultimately, this will help you identify which groups are closing incidents, how many times they are setting an incident into the closed status and provide you with a high-level view of how many closures per incident are happening per day. 

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