work schedule

HP SM 9.40 Codeless Windows 2012 Server  based environment and MS SQL 2012 DB Server

Hi,

How do we see the resolution time which is arrived after consideration of the work schedules in the process targets.

i.e. in our environment, the work schedule is set from mon to sat, 0900 to 1800Hrs, i presume the resolution hours will be calculated only in the mentioned hours and rest of the time will not be accounted in the calculation of resolution hours.

if above presumtion and settings are in place, how do we see the details for single interaction record as well in monthly MIS.

attached screen shot is for reference

 

Thnaks and Regards

Hemant Vaswani

Parents Reply
  • Verified Answer

    Hi,

    It is observed & found that work schedule set in the "process target" is determing the resolution time taken. this arrangment is only used by SM in the backend to calculate the response and resolution SLA.

    We were some how unable to bring this in front end to view the actual business hours taken to resolve a interaction/incident.

    Thanks & regards

    Hemant Vaswani

     

     

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