Dear all!
I am trying to extract the amount of time a case is open: When a customer answers an old ticket, the case Age is calculated from the original case created date/time to the final case closed date/time. For cases with only one case response to the customer and no further responses from the customer, this is fine. However - many cases get several responses back and forth, and other times, a customer will reply with another request at a later date, which then reopens an old closed ticket, and makes the case age completely wrong.
Is there any way to aggregate the time where a case does not have the status "Closed"? In this way, I could know exactly how much time a customer has spent waiting for an answer, and also the efficiency of our support team.
Another thing I would like to calculate is "First response rate", Which is the time from a case is created to the first time an agent closes the case.
I am grateful for any pointers here! #Service Cloud #Analytics #TrailblazerCommunityHelp
