How to report on time-spent in smaller increments?

[MichaelCreatura]

Hello,

I am trying to create a report for some of our users that display how long it is taking for a Call to be transferred to either an Incident, Service Request or one of the other options. We have a field within the 'Call' table called 'Time Spent', however when reporting on this field, and choosing any graph option (but not a pivot table) it only breaks down the report into the following categories:

As you can see c7600 records are logged as 'Same Day' - would it be possible to instead show this by hours/minutes spent i.e., 15-30 minutes, 30minutes - 1 hour, 1 hour - 2 hours etc?

When showing as a Pivot table it breaks it down on a minute by minute basis which is the other end of the extreme and therefore not useful either. 

Any help would be appreciated - thanks in advance. 

[sonali panda1 · Accepted solution]

Hi,

Can you use the Report Ranges and configure the time chunks for this table. Then it should show that.

[MichaelCreatura]

How would you do that? 

For example I stated that 'Time Spent' is less than 10 minutes but the graph still shows the same, is this what you are referring to? I want to change the grouping intervals across the bottom of the graph to smaller ranges. 

[sonali panda1]

Hi,

How much time you want to divide the range ? Did you check the table .. there is one for global and one for task_sla. Similarly you can create one for your own table which will apply to that table especially. Upper value duration field will determine the chunks. basically create 24 ranges with 1 hour each .. one range will be 59 mins .. next will be 1hr 59 mins ..so on.. If you want it even lesser you can create more ranges. 

[MichaelCreatura]

Hi Sonali, 

Is there a way to use Report Range to set a between value. 

For example, Upper Value Duration = 1 hour and Lower Value Duration = 30 minutes? So that it doesn't show everything from 0min - 1 hour but only shows everything from 30 minutes - 1 hour. 

Thanks in advance.