Reporting and Analytics for Service

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    Randy Riess
    Show First Time AssignedAnswered
    Topic posted December 19, 2017 by Randy RiessGreen Ribbon: 100+ Points 
    74 Views, 2 Comments
    Show First Time Assigned


    I'm new to this forum so I hope this is the right place.  I'm building a report for a team that shows the time spent from initial incident creation to when the supervisor has assigned it in RN to other folks.  I was able to use a template found in the analytics cookbook, but there is one tweak I'm looking to adjust. Currently it is showing when the supervisor assigns it which is great, but in the event this agent assigns it again (maybe after one of the analysts sends it back or the agent is manually assigning to someone else) it is taking the last time stamp of when it was assigned.  In turn this is causing the time from creation to assign to be far greater than the initial assignment.

    How could I edit the report to only show the first time this specific agent assigned the ticket? If the previous section was confusing, ultimately I'd like to have the amount of time it took from when the ticket was created to when the supervisor assigned it to another analyst.  Thank you.


    Best Comment

    Bastiaan van der Kooij

    hey Randy,

    you can use the inc_performance table. There is an interval called Create to Initial Assigned which contains that first assignment.