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Actual SLT time worked by Agent

Jayashankar Lingaiah-Oracle
Jayashankar Lingaiah-Oracle Member Posts: 6 Employee

Hi Experts,

For B2C service, we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration. We have tried to use the standard ‘incident performance table’, but the data saved in this table takes/adds waiting time also into consideration to the actual worked time by the agent. Can you please suggest an out of the box method to calculate the relative time taken by the agent for an incident or any customization done.

Thanks and Regards,

Jay