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Agent responses not being counted in report
Answer ID 4241   |   Last Review Date 12/18/2018

Why does the Response Interval field, sla_resp_delta, of the incidents table not show any data even though a response has been sent by an agent?

Environment:

Analytics, Response Intervals

Resolution:

For the Response Interval field, incidents.sla_resp_delta, to be set the following actions must occur:

  • An agent must respond to an incident
  • The response must change the status of the incident to either closed or waiting.

The time seen in the field will then be calculated against the value Response Time in the default response requirements or if an SLA is used, which is using custom Response Requirements it will use that.

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