I've created a matrix format case lifecycle report that is intended to measure the amount of time each case, for a given time period, spent in certain statuses. If I try to obtain an average of time spent for each status, the numbers appear off due to the record count. Can any explain the Record Count on a case lifecycle report? For example, we have a case that was edited 3 times. 1st edt status = New, 2nd edit status = in progress, 3rd edit status = closed. Why would the record count show 5 instead of 3?
Any help would be appreciated. Thanks!
3 answers
Probably was due to the Case Assignment rules. Each Case Owner change fires a Lifecycle record. If you filter your Report by Duration > 0.001 it should remove those records
