This WebTemplate shows the total number of incident messages outside the specified initial response time (IRT) and maximum processing time (MPT), and the average number (hours) of incident messages exceeding IRT and MPT. It displays the key figures graphically and in tables, by calendar week, for a specified creation period.
The WebTemplate gives a general overview, and you can analyze the message history in more detail, using further attribute and processing duration filter criteria.
Object Type | Name | Technical Name |
---|---|---|
Query | Number of Tickets out of IRT/MPT | 00O2TJD2OYJD8BU1ZW84AGROU |
Query | History of Average Deviations from IRT/MPT | 00O2TJD2OYJD8BU28V8FDY2I7 |