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Add Calculated Timeline Values to Ticket Screen

Hello all

Can you please tell me if there is a way to add additional fields to the Timeline section on the Ticket Screen that will return 1) a static value taken from the interactions section and 2) a calculated value based on this minus the 'Created On' field.

My current timeline view is this:

What I would like to add is a field called 'Initial Response' which will return the date and time of the first reply sent to the customer by an agent. This should not change if there is further correspondence back and forth. I understand there is the Initial Review Completed Date but this can get populated without sending an interaction (setting to InProcess etc.)

If this can be added, can I place another field on the ticket screen (whether Timeline or Header) called Initial Response Time which would calculate Initial Response - Created On in HH:MM?

I understand this could be completed with Analytics capability but it would be extremely useful to capture this on the ticket screen for us and use it as a single datapoint for reporting purposes.

Is there any document or advice you could share that would help me match this requirement?

Thank you in advance


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1 Answer

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    Former Member
    Nov 29, 2016 at 04:40 PM

    Hi Leslie,

    Please see my reply to this question, and see if it helps:

    You challenge could be to catch the event of the first response being sent. You should be able to recognise it by defining a condition on the "Customer Updated" flag going from true to false (meaning that an agent response has been sent), and your custom field being empty (meaning that it has not been populated yet). Another option could be to check for "Last Agent Interaction" going from empty to something.

    Kind regards,

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