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  • 1.  How to Extract Time Spend by Individual Analyst on Tickets

    Posted May 03, 2016 02:12 PM

    Hi Team,

     

    I have a scenario in which Helpdesk is transferring ticket to L1 and L1 is transferring to L2. I want to calculate the time spend by Helpdesk, L1 and L2 on the resolution of the ticket. How is it possible?

     

    Please advice.

     

    Regards,

    Balram Singh Deswal



  • 2.  Re: How to Extract Time Spend by Individual Analyst on Tickets

    Posted May 03, 2016 04:15 PM

    Hi Balram,

     

    You can gather this data by enabling the kpi_ticket_data_table option in options manager.  Once this is turned on and services are recycled time you can pull timespan information out of the usp_kpi_ticket_data table.  CABI or Xtraction can be extended to report on this data.

     

    See this thread for more detail. Reporting on KPI Data