How to calculate time agent's initial response time on a service ticket

[former_member671316]

Dear Community,

We have a requirement for calculating the time lapse between the creation of the ticket and agent's first interaction response to a customer on a service ticket.
I understand this can be achieved by creating two extension fields capturing the two events (Ticket creation date/time and First Agent Interaction time) and then creating a calculated Key Figure.
Capturing the timestamp for First agent interaction (initial response) is turning out to be a challenge here.

Does anybody have any inputs on how to achieve this?

Regards,
Ayushi Verma

[anmolbhatia003]

Hi,

If anyone is looking for answer, I have achieved the functionality via C4C workflow rules.

I have taken, reference of Last Agent Interaction standard field. The value in this field is filled for the first time when actual agent interacts in Ticket.

You may create a workflow rule, which check below conditions

1. Last Agent Interaction value Before Change is Empty

2. First agent interaction value is Empty

Then perform a field update Copy Last Agent Interaction to First Agent Interaction.

This way you can get the value for First Agent Actual Interaction.

(Please note : Automatic workflow emails doesnot update the Last Agent Interaction).

[former_member226]

Hi,

In my opinion, you can just have a look at the data source "Ticket Time Points and Contact Party" which has a field called "Initial Review Time (Secs)". This already has similar information but in Seconds. So donot need to create new custom fields or custom keyfigure.

If this does not solve your case then you can just create a new field for initial response date time which will be filled by you via SDK based on custom logic.(since you need to determine what do you mean by first inetarction 🙂 ) Finally, you can model a new key figure as difference between custom with and standard field for ticket creation DateTime.

BR
Saurabh

[former_member671316]

Hi Saurabh,

Thank you for your response.

The initial review time that you are suggesting calculates the time lapsed between the status change from "Open" to "In Process".

I looked into the SDK approach you suggested and it seems very plausible.
Is there any way we can achieve this by not including SDK and use KUT fields and workflow instead?
By first interaction I mean the first email response by the agent on a ticket which I believe should somewhere be stored and viewed in one of the data sources.

Regards,
Ayushi Verma

[former_member226]

Hi,

Unfortunately, I do not see any way to achieve this via workflow. You need to use SDK.