Interaction field "Interaction Processing Time in Hours"

[LukeSybit]

Dear SAP community,

It seems there is a standard interaction field called "Interaction Processing Time in Hours (PROCESSING_TIME_HOURS)". Please see attachted picture. Did anyone of you use that field for further usage?

processing-hours.png

We plan to track the duration of some interactions and before we create a Z-field, maybe the standard field could help.

Within interactions in contact profile there is another field available "Processing time in seconds" but it seems that field is not available in segmentation configuration in different segmentation objects.

processing-seconds.png

I think the processing time in seconds would help us much more, but I can´t find that field in any of the segmentation objects.

Additionally I wanted to test the different fields via manual interaction upload but in csv file the fields are missing, too.

Maybe one of you can share the thoughts.

Kind regards,

Lukas

[SCHNEIDERT]

Hi Lukas,

that's strange. As per my knowledge this second standard field you talked about it the "InteractionProcessingDuration" (you can check the API_MKT_INTERACTION_SRV) which comes from the Service Ticket integration with SAP Service Cloud and should hold the value of the time the ticket was in progress in seconds.

So, I'm not sure where that attribute, that you see in the Segmentation Configuration app, is coming from. Maybe it will show the values imported for the field above and has just been named wrong? I'll try to check that.

But IF it is the field I talked about above, it could be possible for you to add a column in your CSV, name it like the attribute (PROCESSING_TIME_HOURS) and import a value.

Maybe someone from SAP can clarify if there's a mistake regarding hours/seconds naming or if there are really two fields. But then I'm not aware where the values for it are coming from.

BR Tobias

[SCHNEIDERT]

Hi lukaswissing1,

I think I found the solution.

So, the two fields you see are one and the same.

You could use API_MKT_INTERACTION_SRV to import interactions and use the InteractionProcessingDuration to import the values in seconds. That's how it's done in the standard Service-Ticket-Integration:

I tested and imported three interactions with values 3600, 5000 and 7200.

Furthermore I set the attribute visible in segmentation object All Contacts.

Here now the values I've imported before are show in hours.

Via Data File Load app it seems that it is not possible to upload values for that field (because it is not available in the mapping step). If that's required I think you have to work with a Custom field. But maybe you could open an improvement request to make that field available in Data File Load app.

Hope that helps and makes it clearer.

Kind regards

Tobias

[LukeSybit]

Hi schneidert ,

thanks again for your detailed answer with implementation examples. We will give it a try.

Kind regards,

Lukas

[SCHNEIDERT]

Hi Lukas,

you're welcome. Just let me know if you have any issues or questions on that. Otherwise you could mark answer as accepted and close the question 🙂