on 07-26-2018 7:09 AM
Good Day!
Here’s the issue we've encountered with regards to the computation of the Handling Time of an User/Agent ( i.e. Agent sets the ticket to 'In Process' to 'Completion' ). The Data Source Ticket contains the Key Figures:
Total Time at Processor - Time in 'Open', 'In Process'
Total Time at Requestor - Time in 'Customer Action'
The Data Source Ticket Time Points and Contact Party contains the Key Figures:
Ticket Handling Time (Secs) - Total Duration of the Ticket
Initial Review Time(Secs) – Time Ticket is in 'Open' Status
The ideal computation for the Handling Time of the Ticket is (Ticket Handling Time – Initial Review Time – Total Time at Requestor)
So we combined the Two Data Sources and were able to create a report showing the following Key Figures mentioned
However when we tried creating a Key Figure for the Computation, we're encountering an error message because despite the fact that they are all in seconds, there are represented in a different way or different data format.
The characteristics of the key figure are different because they are from different data sources ( Initial Review Time and Ticket Handling Time have (s) unit while Total Time at Requestor and Total Time at Processor do not )
We're requesting help on how can we proceed with this as this is a critical metric for the Users/Agents. Thanks for any help any of you could give.
Hallo ,
We are sailing on the same boat.
Below is my approch which i have followed for the same my aim is to show this in average handled time in Days .
I have created two intermediate key figures:
Key figure1 : Total Time at Requester(s) / 86400
Key figure2 : Ticket Handling Time(Secs) - Initial Review Time(Secs) . Unit Cnversion Days ..may be devide with 86400 and use FLOOR also.
Final Key Figure :TIME( KeyFigure2) - TIME(KeyFigure1) Unit Conversion Days
this way it works. but these time are not considering the Working times of the agents(SLA) .it include 24/7 and weekends 😞
LG, Mani
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