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Lara13
Lara13
November 6, 2024
Question

Calculate hours from ticket creation to first outbound call

  • November 6, 2024
  • 1 reply
  • 20 views

Hi. Is anyone able to help with a starting place to calculate the time from the ticket creation to the first outbound call made on the ticket. I'm trying to map out our average SLA for outreach to new accounts.

    1 reply

    James101
    James101Employee
    Employee
    January 4, 2025
    Hello Lara,
     
    It may be possible to achieve this by using the Updates history dataset along with the DATE_DIFF function we referenced here - Date functions. However, you might need to develop a custom attribute that captures the timestamp of the first outbound call made within a ticket, as we currently lack a native attribute for this. After you create that, calculating the date difference between the first outbound call and the ticket creation should be achievable using the DATE_DIFF function.
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