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Topics#Customer ServicePergunta de Dan Gerade
Dan Gerade perguntou em #Customer Service
19 de out. de 2011, 20:30

Case Lifecycle report has the same case in it 3 times

I ran a case lifecyle report and saw that in the report the same case came up 3 times in different places.

 

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 resposta
  1. Shahaf Galil (CronSights)
    20 de out. de 2011, 15:52
    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]
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