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Questions regarding Time with Customer and Time with Agent fields in C4C

A couple of questions on several fields on the Ticket Overview screen in C4C. First, what action triggers the clock to start on these fields? Second, how are the durations calculated? Fields are listed below.

1. Time with Customer

2. Time with Agent

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2 Answers

  • Best Answer
    Dec 19, 2017 at 08:31 PM

    1. Time with Agent – Shows cumulative time ticket has been with Agent
    2. Time with Customer – Shows cumulative time ticket has been Customer
    Please Refer to SLA Enhancements for more details with examples.
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  • Dec 20, 2017 at 02:35 PM

    In my understanding Time with Agent refers to the sum of time units that the ticket has been with Assignment status: Processor Action. And like wise Time with Customer is the sum of time in Assignment status: Requestor Action.

    Haven't fully tested it though.

    Best.. Suraj

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