This case has been in our system for a long time, I'm wondering why it would show up 3 times.
I am also trying to find out if there is any way to stop a cases timeclock... For instance, if I am waiting on a customer response for a long time, I do not want that to reflect the total case lifecycle.
1 件の回答
Hi
You can try the AppExchange app: WorkIt! SLA framework, it allows for status and ownership duration summaries in a very intuitive way, you can create metrics such as:
Time at customer side
Time to resolve
Time to respond
Time on case sans time at customer side
Time in queue
If you wish its available [here]
