C4C Status Tracking and Reporting
As a business owner, I would like to see the time spent on each status (by user) within a ticket in Cloud for Service. Is this possible? We have Service Level Agreements per task/status that we would like to understand if there are bottle necks. I understand this can be done via task, however task to not take into account work schedules or hours of operations.
For example, External rep 1 creates a ticket, and assigns the ticket to internal rep 1. The typical time for internal rep 1 to complete their process and move to internal rep 2 should for processing should be 6 hours, then 4 hours for rep 3 and so on. We would like to report to management so that we can most efficiently allocate resources, while giving transparency to External Rep 1 (on demand) where the ticket is within its processes.
We also need to take into account work schedules. For the given example if, if external rep 1 submitted the ticket at 4:00pm and the close of business is 5pm, the Service Level Agreement of 6 hours would continue the next morning with 5 hours remaining.
Best case, this information would be presented in the average time spent per ticket, with a benchmark of how the average time relates to the SLA. At the least I would like to be able to quickly identify the users or task that are falling outside the SLA.
Ankur Godre replied
There are several standard report in C4C (check Work Center Business Analytics -> Reports) which you can use for ticket/time management analytics.
Also, if none of the standard meet your needs in completion, you can always create a Custom Report with your custom requirement.