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Service Request: Calculation Of Resolution And Reaction Times (Doc ID 359982.1)

Last updated on MAY 03, 2022

Applies to:

Oracle Teleservice - Version 10.5.10.2 and later
Information in this document applies to any platform.

Purpose

The purpose of this document is to show some insight on how reaction time and resolution time on a service request is calculated, based on settings of a coverage template.

Scope

This document is intended for anyone interested in knowing how calculation times are calculated. The examples do not cover all possible cases as the setup is very flexible. But with making changes to the mentioned setup parameters, the understanding reader should be able to extend the calculations appropriately.

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