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Reporting - Total Call Duration


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If you are using the Timesheet application, you can store the Total Time spent on Tasks against a request.

Service Manager is currently working on a plugin for the Timesheet Application that will allow for call duration to be stored per action type of a request - this will be included in SM 2.33.


For reporting purposes, you would be looking at 'h_timesheet_values' table, and grouping by 'h_related_urn'

I hope this helps.


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