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Total Escalation Time

edited Jan 3, 2020 12:33AM in Search / Reporting 3 comments

Hey Guys,

Is there a way to see the total amount of time that a case has been escalated?  You can report on the total amount of time that a case is on Hold but this doesn't translat to esaclated as not all cases that are escalated are put on hold.

ie.  A case is created and after an hour, it is escalated to L2 support.   L2 then de-escalates it back to support after an hour.  Support then escalates it back to L2 who closes t case after an hour.

The total time spent escalated should be 2 hours.

Thanks

Ross

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