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Agent/Status SLA calculations

Received Response
edited Mar 5, 2018 12:24PM in Reporting & Analytics for B2C Service 6 comments


Hello all,

We have an external mechanism for measuring SLA (we don't use the seeded functionality for SLA), but this measures SLA in customer perspective, e.g. time to initial response, time to resolution, time to restore, etc.

I am looking for a solution which will also calculate SLA for agents.  More in the lines of how long incidents were in specific statusus (not status types, this isn't good enough for analysis).

I have tried using the report definition as described in, however, when I want to join the accounts table, and filter by agent, it messes up the report definition.

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