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Need ability to track time spend by Each Queue/ Response time by each escalated queue - in Reports for escalation or response time matrix

score 385
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So issue A goes to Helpdesk – helpdesk Escalates to NOC-

NOC works on this escalate to QA

Need a way to find out the time spend by each queue – kind of timer on console (time under queue).



Know “Incident time tracking”  send one time report with limited information , Know “SLA” doe snot help for Response

but does not help for clean reporting on how much time is spent in each queue and how much time took to respond after escalation.


Submitted for customer


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