You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Calculating time spend to close an incident

Accepted answer
16
Views
4
Comments
edited Jan 4, 2018 5:27PM in Reporting & Analytics for B2C Service 4 comments

Content

I need to calculate the time being spent on an incident( excluding non working hours, waiting for customer etc). I followed this post:https://cloudcustomerconnect.oracle.com/posts/4c282086f8#148656 and I am using following expression in the column:



time_format(sum(inc_performance.rel_time), 'DDd HHh MIm')



I could not understand the result of this expression as in my report (snapshot) is attached. Only one status has value and all other incidents are having no value.



My questions are:



1. Is this approach to get the time being spent on an incident



2. how to calculate no. of hours left before SLA expires?

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!