Calculate MTTR for Interaction table
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03-26-2024 12:38 PM
Hello,
We are utilizing Interactions (IMS) and Walk-up Appointments (WUA) for automated work distribution.
Example:
- User contacts L1 support for an issue, L1 support cannot resolve
- User is prompted to create an Appointment for L2 support
- User creates the appointment, which immediately creates IMS and WUA records
- This IMS Record is 'On Hold' until the specified routing time (15 min prior to appointment)
- At 15 minutes prior to appointment, the IMS is dispatched to an Available Level 2 technician and the state changes to Work in Progress
We would like to be able to calculate the time the IMS record is in Work in Progress.
There is a Duration field, but this field is constantly counting up, even when the IMS is On Hold.
Ideally, we would like the Duration timer to not count up when the IMS is not in a working status.
Has anyone accomplished something like this?
Build: glide-vancouver-07-06-2023
Thanks,
Kenny
