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Report on KPI which only the first time Pending status

  • August 3, 2022
  • 2 replies
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武

I found that the total Pending time can be measured by “Agent wait time“.

Is it possible to measure only the first time Pending status?

Finally, I would like to display the median of this value as a KPI.

Thanks!

    2 replies

    Salim13
    • Salim13
    • August 12, 2022
    Hi, 
     
    The best to achieve that would be to use the TimeTracking app and report on it.
     
    You will be then able to report exactly on each change of status. I would recommend following the documentation "Time Tracking app: Metrics you need to be measuring" to create a calculated metric that will only show the time the ticket was on the status pending when it was updated by an agent for the first time.
     
    I hope that helps, 
     
    Have a great day 
     
     
      武
      • 武田
      • Author
      • August 31, 2022

      Hi Salim, 

      Thank you for information.
      Verify whether information can be obtained using the  TimeTracking app.

      Keiichi Takeda

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