on 12-18-2017 11:15 PM
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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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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