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This may come into play for the "First Contact" which is defined as:
From Ursula Strahm (3/23/2012)
First Call from the Executive Dashboard SRS:
First Call.- The elapsed time between the From and To Event is 0 for the
current Widget configuration. Examples of this are:
i. The Issue is created in the “To Event” status. In this case,
the Issue will always show in the First Call bucket.
ii. Issue went from Created to “To Event” status outside of working
hours and the Widget is configured to display “Work Hours”
iii. Issue was Created in a “does not count for time” status and it
stay in “does not count for time status” until it reached the to “To Event” and
the Widget is configured to “only account for time spent in statuses included in
the Issue Lifecycle Time Measurements”
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