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

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.

SAP Cloud for Customer

1. Go to the Analysis work center, view Reports.
2. Open the report Lean Tickets (or any other based on the Ticket data source).
3. Add the key figure Total Response Duration(s) to the view.

It shows 0 for all tickets.

In the SLA definition of this system, the Due Date for Response milestone was not selected. Without this milestone however, reporting cannot calculate response durations.

1. Go to the Administrator work center, view Service And Social.
2. Under SLA Setup, click on Service Levels.
3. Click on New > Service Level.
4. Fill in the required details under General.
5. Go to the tab Reaction Times.
6. Click on Add Rows, and from the drop down list, select the milestone Due Date for Resolution.
7. Maintain the Details for Milestone as required.
8. Also maintain the details under the tab Operating Hours as required.
9. Save.

 

2126946 - Milestone Missing in SLA

2061550 - Drop-Down Box of the Milestone Field Is Empty

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

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