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Interval types in the Incident Performance table
Answer ID 2240   |   Last Review Date 11/14/2018

When using the Incident Performance table in a report, what are the different interval types that can be selected?

Environment:

Incident Performance, inc_performance:

Resolution:

Note: The intervals are computed by the agedatabase utility. As a result, today's activity will not be available until tomorrow when the utility has compiled it. Also, intervals are not usually created until they are complete.

Type 1 - Create to Initial Response:

Interval Start: the creation of an incident
Interval End: when the first response for the incident is sent

Each incident can only have one Type 1 interval. 

Type 2 - Status Change to Response:

Interval Start: when an incident that is set to a Waiting/Solved status type is changed to an Unresolved status type
Interval End: when a response is sent

An incident may not have any type 2 intervals associated with it.  For example, if an incident is never re-opened (set from Waiting/Solved to Unresolved status type) and responded to, then it will not have a type 2 interval.

It is also possible that an incident has multiple type 2 intervals. For example, if an incident is both re-opened (set from Waiting/Solved to Unresolved status type) and responded to multiple times, it will have multiple type 2 intervals.

Type 3 - Assign to Response:

Interval Start: when an incident is assigned to an agent
Interval End: when a response is sent

You may have several type=3 intervals per incident if an incident is "worked" by several staff members. The inc_performance.action_cnt field contains the number of responses that agents sent for the incident. The inc_performance.solved column is set to 1 if the staff member was responsible for solving the incident. If two staff members worked on the incident, there will be 2 intervals - only the agent who was the owner of the incident when it was solved will be credited for the solve. 

Type 4 - Create to Final Resolve:

Interval Start: when an incident is created
Interval End: when the incident is set to a Solved status type

If the incident is re-opened, the interval will be removed and added again when it is solved again, using the final time as the end time. There will never be more than one type=4 interval per incident. The action_cnt field counts the total number of responses sent for that incident. The inc_performance.solved field will be set to 1. 

Type 5 - Last Assigned to Final Resolve:

Interval Start: the time it was assigned to the last person it was assigned to before it was set to Solved
Interval End: when the incident is solved

There will never be more than one type=5 interval per incident. 

Type 6 - Create to Initial Assigned:

Interval Start: when the incident is created
Interval End: when the incident is first assigned to an agent or staff group

There will never be more than one type=6 interval per incident. The action_cnt field will contain the total number of responses sent for the incident, including responses sent by agents other than the one it was initially assigned to. 

Type 7 - Create to Initial Resolve:

Interval Start: when the incident is created
Interval End: the first time it is set to a solved status type

This interval will often be the same as the type=4 interval if the incident is not re-opened after it is solved. There will never be more than one type=7 interval. 

Type 8 - Assigned to Re-assigned:

Interval Start: when the incident is assigned to an agent
Interval End: when the incident is re-assigned to another agent before a response is sent 

Type 9 - Status Change to Re-assigned:

Interval Start: when the incident is changed from a Waiting or Solved status type to an Unresolved status type
Interval End: when the incident is re-assigned to another agent before a response is sent 

Type 10 - Queued to De-queued:

Interval Start: when the incident is assigned to a queue
Interval End: when the incident is re-assigned to another queue or when the incident is set to a Solved type (even if the incident remains assigned to the initial queue) 

Type 11 - Queued to Initial Assigned:

Interval Start: when the incident is assigned to a queue
Interval End: when the incident is assigned to a staff member 

Type 12 - Queued to Initial Response:

Interval Start: when the incident is assigned to a queue
Interval End: the first time a response is sent for the incident 

Type 13 - Queued to Initial Resolved:

Interval Start: when the incident is assigned to a queue
Interval End: the first time the incident is set to a solved status type 

Type 14 - Backlog:

Interval Start: when the incident is created or when the status is changed from a Solved or Waiting status to an Unresolved status
Interval End: when the incident is edited and saved 

Type 15 - Incident Edit:

Interval Start: when the incident is opened for editing
Interval End: when the agent clicks Save

This interval will often be the same as the type=4 interval if the incident is not re-opened after it is solved. 

Type 16 - Servicing (queue defined interval only):

Interval Start: when the incident is created or when an incident that is set to a Solved or Waiting status type is changed to an Unresolved status type or a queue change
Interval End: when the incident is set to a Solved or Waiting status type or the incident is assigned to another queue.

Type 17 - Initial Response to Initial Resolve:

Interval Start: when the first response is sent
Interval End: when the incident status is changes to Solved status type for the first time 

Type 18 - Queue Initial Response to Initial Resolve:

Interval Start: when the first response is sent for that queue
Interval End: when the incident status is changed to a Solved status type for the first time in the specified queue 

Type 19 - Final to Waiting - Final Resolve:

Interval Start: the last time an incident status is changed to a Waiting status type
Interval End: the last time an incident status is changed to a Solved status type

The interval length (the time element reported for each interval) can be reported in two ways:

  1. Absolute time: Absolute time is simply the difference between the two date and time values. For example, date_diff(inc_performance.time_end, inc_performance.time_start). This provides the total amount of time between the two times (in seconds) for the interval. 

  2. Work Hour Relative Interval: The relative time of the interval (related to work hours and holidays defined in the Response Requirements.) Relative time takes into account the default response requirements or the service level agreement that is applied to the incident. Relative time uses inc_performance.rel_time and calculates the time of the interval (in seconds) by including only the time that occurred during defined business hours. For further information, refer to the documentation on Defining default Response Requirements.


Therefore, if an incident is created at 3:00 AM and responded to at 8:02 AM, if your business hours start at 8:00 AM, the relative time for the Created to Initial Response (type=1 interval) is 120 (namely, 2 minutes), while the absolute time would be 18120 (or 5 hours and 2 minutes).

For more information, refer to the "Incident performance intervals" section of current documentation or the attached file. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

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