Is it possible to use SLAs and KPIs to track incident management times?

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Posted on by Stefano Bono

Is it possible to use SLAs and KPIs to track incident management times?
Let me explain better with an example.

Let's imagine we have a 'FooBar' incident.

Step 1. Create 'FooBar' incident assigned to 'User X'.
Step 2. On creation of incident, a timer start the countdown.
Step 3. After 20 minutes 'User X' assign incident to 'User Y'.
Step 4. After 50 minutes 'User Y' resolve incident.

I would like to keep track of the management time of incident for each user, so:

User X managed the case for 20 minutes before assign to User Y.
User Y managed the incident for 50 minutes before resolution.

Is it possible to manage this situation through SLA / KPI?
If possible, could you give me a configuration example?
I've tried, but I can't find a way to handle this request.

Thanks,
Stefano

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Nya 29,060 on at

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Hi Stefano,

Customer Service Insights may achieve your request.

Please refer to the following documentation to know more about it.

Customer Service Insights | Microsoft Docs

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