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Assignment Metrics

I am looking to see if there is a metric report that i can run to find incidents that were assigned to a a particular group, but not necessarily still assigned to that same group. e.g. If a ticket moves around from group A to group B to group C, ...
1 Answer
Aleasha Sawyer Last activity on 1/18/2024 3:17:54 PM by Mark Sayers

Metric for time spent in "In Process" status

Hi there,
I am trying to create a report to track the amount of time a user spent between when the ticket first responded and first resolved. I tried the "Init Respond to Init Resolve (Op)", but that also includes "On Hold"...
1 Answer
Jack Chou Last activity on 3/8/2021 10:04:43 AM by Mark Sayers

KPI desktops for non-TDNext users

We want to share KPI measurements / metrics with our campus. TeamDynamix has the detail that we want to share. We'd like to share some pretty KPI charts (summaries, counts) with narratives. We'd also like it so customers can drill down to get fur...
1 Answer
Greg Van De Mark Last activity on 6/22/2020 7:53:26 PM by Mark Sayers

Approval to Closure Time

Due to how tickets are assigned to groups (location based through automation rules) we can't use init assign to resolve to capture data on services that have approvals. Also since multiple groups may be involved in the workflow we can't use last ...
1 Answer
David Robertson Last activity on 4/13/2020 2:08:26 PM by Mark Sayers

Reporting Metrics

Hi,
We have started implementing Knowledge Base Service along side TeamDynamix. With that, we now are attempting to track user roles and time taken to propogate between the different levels of KCS.
Is there a table that stores information...
1 Answer
Alex Haberer Last activity on 1/10/2020 2:52:55 PM by Mark Sayers