Turn around time for C4C tickets business analytics

[former_member80813]

Hi Experts,

I am stuck in C4C business analytics report wherein there's an ask for Ticket TAT(total time spend by agent on a ticket). I tried to put in several data sources and fields which are as follows:

- ticket handling time(s); not sure if it is calculating time as per defined SLAs in the system.

- if ticket handling time or {creation date time - completion date time} is taken in view can it show time span with each agent in case of redirection or delegation of ticket?

Please suggest if I'm missing on something or there can be some work around for this requirement

Thanks

Vandana