C4C SLA tracking for each ticket movement

[Former Member]

Is there a way to track the SLA of each Service Team who handled that single ticket?

So far, our findings from this is that the report will only show 1 SLA for one of the service teams who handled the same ticket. We need to track all other SLAs. Can C4C do that? Is there a workaround? Or are we missing a config?

An example would be if Agent 1 from Team 1 has been assigned to the ticket. Agent 1 then reassigns the ticket to Agent 2 from Team 2, and then Agent 2 closes the ticket. Is there a way to track Agent 1's SLA, as well as Agent 2's SLA?

Thanks for any help anyone could give.

[former_member87164]

Dear,

Please check,

https://archive.sap.com/discussions/thread/3676793

Br,

Keshav