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Calculation of intraday service level - inc_performance table not useable

Received Response
edited Mar 6, 2018 11:55AM in Reporting & Analytics for B2C Service 3 comments


Hi there,

for calculation of servicelevel we use the inc_performance table (inc_performace.intv_type = 4). Below in the code snippet you can find the example for counting all the incidents that have been solved within 2 hours.

Sadly the inc_performance table only shows data until yesterday and not until today. So we are not able to use this calculation for measuring our service level intraday. The transactions table does not offer corresponding interval-types as the inc_performance does.

So my question is: do you have any hints how to calculate an intraday service level?

Best regards



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