SLM Report - Business Hours

Idea created by 7591166 on May 25, 2016
    Under Consideration
    Score15
    • 7591166
    • Nathan Evenson
    • Mara McCrary

    (Originally posted on 8, October 2015)

    We have "Business Hours" set and SLM's in place. When I run reports for "Incident Statistics", I'm noticing that for "average time" - the report is based on elapsed time.

     

    In my opinion, it would make more sense for SLM reports to be based on Business hours - to get a more accurate average time to first response.  Maybe even the option to toggle between pulling reports based on business hours or elapsed time.

     

    This would provide a more accurate report with business hours in place.

    What problem will this feature solve?: