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SAP Analytics Cloud---Unable to get SLA resolution days

Hello Community,

Issue: Is there any SAP hybris cloud for customer (C4C) report which gives the information about SLA resolution in days (Include weekends and holidays) and exclude Weekend and holidays from the total SLA resolution time?

I have used C4C stand report 'Service request Collection' which fullfilled most of our requirements however this report provides incident creation and ticket resolution dates, but i do not see if we can clauculate SLA resolution days including weekends and holidays and excluding them.

Any thoughts on this topic?

Br,

Lakshmikanth Adharapurapu

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2 Answers

  • Best Answer
    Posted on Feb 20, 2018 at 05:33 PM

    Hello Lakshmikanth,

    Currently the standard C4C reports, like SLA Compliance which you are using, don't provide filtering option to include / exclude weekends and holidays in SAL resolution dates results.

    As Tammy suggested, the best approach here is post your request in the collaboration forum:

    https://influence.sap.com/sap/ino/#/campaign/903

    Hope this helps.

    Thanks,

    Marlon

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    • Thanks again Marlon and Tammy,

      apologies for my delay in response.lumira-analytics.png

      I found SLA resolution time in secs from the report mentioned in the attachment, only change i have done is i have used SAP hybris cloud for customer analytics connection instead of SAP hybris cloud for customer, now i got SLA resolution field. However one issue left out was include/exclude weekends .Also i am facing issue to extract the complete data set from C4C (approx it contain 100 thousand records) which is altogether a different issue which i will look in to it. I will try to put this in the collaboration forum as Tammy and you recommended.

      https://influence.sap.com/sap/ino/#/campaign/903

      Br,

      Lakshmikanth

  • Posted on Feb 16, 2018 at 02:52 PM

    Hi, To add further SLA compliance is the C4C report where we need Average handle Time field in SAC.

    Br,

    Lakshmikanth

    c4c-report.jpg


    c4c-report.jpg (138.3 kB)
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