Incident Performance Intervals

Incident performance intervals are used as runtime selectable filters in several standard Analytics reports.

Incident performance intervals can be added as filters or output columns to custom reports, using the Incident Performance (inc_performance) table. See Create a Fixed or Runtime Selectable Filter and Add a Column to a Report. Incident performance intervals help you track the length of time between events that occur in the life of an incident. For example, the Create to Initial Response interval tracks the time between the incident’s creation and when the first incident response was sent. There are several types of intervals, some of which can overlap others.

Note: The content in the Incident Performance (inc_performance) table is updated nightly by the Agedatabase utility. See How You Use Cached Data in Reports.

Some intervals can occur more than one time in the life of an incident. For instance, the Assign to Response interval records the time between an incident being assigned to an agent and the agent sending a response to the incident. If the incident is assigned to and responded to by several agents, several instances of this interval are recorded for the incident.

The following incident performance intervals are available for use in reports:

• Create to Initial Response—Measures the interval between the creation of the incident and the first incident response being sent from an agent.
• Status Change to Response—Measures the interval between an incident’s status type being changed from Waiting or Solved and being set to Unresolved.
• Assign to Response—Measures the interval between an incident being assigned to an agent and the first response following the assignment.
• Create to Final Resolved—Measures the interval between the creation of the incident and the last time the incident was set to the Solved status type.
• Last Assigned to Final Resolve—Measures the interval between the last time the incident was assigned and the last time the incident was set to the Solved status type.
• Create to Initial Assigned—Measures the interval between the creation of the incident and the first time the incident was assigned to an agent.
• Create to Initial Resolved—Measures the interval between the creation of the incident and the first time the incident was set to the Solved status type.
• Assigned to Reassigned—Measures the interval between the incident being assigned to an agent and the incident being assigned to a different agent or to no agent.
• Status Change to Reassigned—Measures the interval between the incident being changed from a Waiting or Solved status type to Unresolved and the incident being reassigned to another agent.
• Queued to De-queued—Measures the interval between the time an incident enters a queue to the time the incident is moved to no queue or a different queue. If the incident’s queue does not change, the interval ends when the incident is set to the Solved status type.
• Queued to Initial Assigned—Measures the interval between an incident being placed in a queue and the incident being assigned to an agent for the first time.
• Queued to Initial Response—Measures the interval between an incident being placed in a queue and being responded to for the first time.
• Queued to Initial Resolved—Measures the interval between an incident being placed in a queue and being set to the Solved status type for the first time.
• Backlog—Measures the interval between an incident being created, or being changed from the Waiting or Solved status type to the Unresolved status type, or being added to a queue, to the incident being edited (with the edit saved).
• Incident Edit—Measures the interval between an incident being edited and the edit being saved.
• Servicing—Measures the interval between an incident being created, added to a queue, or changed from the Waiting or Solved status type to the Unresolved status type, to the incident being set to the Waiting or Solved status type or being added to a different queue.
• Initial Response to Initial Resolved—Measures the interval between the incident first being responded to and first being set to the Solved status type.
• Queue Initial Response to Initial Resolved—Measures the interval between the time an incident that's assigned to a queue is responded to and the time the incident is set to the Solved status type, while in the same queue.
• Final Waiting to Final Resolved—Measures the interval between the last time an incident is set to the Waiting status type and the last time the incident is set to the Solved status type.