I have been using the case life-cycle report for a while. It's a great report for open cases because it allows me to check how long a case has stayed open under a Case History Owner; in this way, I'm able to check the duration of the case for each historical owner, especially when there are several back and forth within the case.
However, when the case status is closed I noticed that the duration field still keeps counting the time for the latest case owner until the current date.
For example, if the agent Amanda accepted a case on 27th March at 10am and she closed it on 28th March at 10am, the duration field will show about 384 hours (from 27th Mar to today) instead of only 24 hours for that owner.
Is there a way to to stop the duration field from counting the time once a case has been closed?
I know there is the case age field which counts from open date to closed date, but that doesn't allow me to see how much time a case owner as spent on a case...
Thanks.
1 answer
I finally solved this by filtering out the Case History Status (not equal to Closed).
