Report showing breached calls

[chriscorcoran]

Hi

 

I'm trying to extract all calls of a particular services that have breached the resolution timer, anybody know what I SQL i need to add to get the correct data?

 

Thanks

Chris

[Guest]

Hi Chris

Well one way would be to create a view on the request list. In the screenshot I have attached, I have specified a condition 'within resolve time' is false and I have specified the name of the service. This view can be downloaded as a csv file showing the requests that have breached the resolution SLA. Is this similar to what you were looking for?

 

regards

Pamela

 

[chriscorcoran]

I also need the ability to show calls that have been reopened is that possible? Outcome: Call Reopened

 

 

[chriscorcoran]

Thanks Pamela, I will give that view a try, thanks

 

[Guest]

@chriscorcoran In order to include re-opened calls, you can add the 'Reopened' is greater than 1 condition to the view. Hope that helps

 

Thanks

 

Pamela

[chriscorcoran]

Thanks Pamela, that's great.

 

Chris