HI
We are trying to show a Performance analytics Dashboard to our service owners about their teams Incident performance over every month.
One of the Metric is the No .of Incidents that were On Hold over 5 days and we want to bring this count down -
This On Hold time shouldn't include the Time when it was on Awaiting Caller On Hold Reason . I am looking for recommendation on the best approach to calculate this .I had below 2 in mind but please let me know if there is a better plan.
To me the 2nd one is luring so to avoid the multiple field creation in incident table .Our INC data is huge and takes hours together for field creation but on the flip side i couldn't see any OOB Metric definition that has a summed up metric instance duration and not sure if While loops are okay in Scripted Metric definitions.
Approach 1
1. Create custom fields in Incident table - OnHold Start time , OnHold Stop time , OnHold Duration , Caller waiting start , Caller waiting End , Caller Waiting Duration and the final True On Hold duration (Difference of On Hold duration and Caller waiting Duration)
2.Write Business rules to capture various start/stop and cumulative duration .
Approach 2
1. Create a Metric definition of type Scripted calculation to sum up all Duration from OOB Incident State Duration Metric instances where Value is On Hold for the current INC - Is n't there already a cumulative duration that im missing or it has to go thru a While loop and add the duration from different metric instances for that INC?
2. Create a Metric definition of Type Field Value to Capture On Hold Reasons
3. Another Metric definition of type Script Calculation to sum up the Awaiting Caller Metric instances.
4.Final Scripted metric to find the difference of step 1 and 3 which will be the True On Hold duration
Thanks in Advance
Lann
