SAP Knowledge Base Article - Preview

2531834 - Reports on Ticket Data Source Show no Total Response Duration

Symptom

You are working with a report based on the data source Ticket, for example the report Lean Tickets. You notice that the key figure Total Response Duration(s) shows 0 for all tickets, even though responses were provided in the tickets.

Please Note: The Key Figure "Total Response Duration (s)" is calculated as follows:

  • Due date for response milestone is not present - It stays empty
  • Due date for response is present with recurring not enabled - Time taken by the agent to send a response after customer interaction is received.
  • Due date for response is present with recurring enabled -  Time taken by the agent to send a response after its last interaction.


Read more...

Environment

SAP Cloud for Customer

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions

Keywords

Ticket, Ticket Data Source, Total Response Duration (s), Key Figure, Service Level, Lean Tickets , KBA , AP-RC-ANA , C4C, ByD, Travel: Analytics Tools & Frameworks , How To

About this page

This is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP for Me (Login required).

Search for additional results

Visit SAP Support Portal's SAP Notes and KBA Search.