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Time until Case resolved

When working with a client who uses Customer Service we can use the Out of the box functionality to measure how long it took to do certain things with a case through SLAs. What we found out that you can not measure, is the total worktime from SLA expiration to Case resolved. Meaning that we can't...

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Category: Case Management (10)

STATUS DETAILS
Declined
Ideas Administrator

Thank you for reaching out. Your idea seems to be a question about existing functionality or a duplicate of Microsoft Idea (dynamics.com). Please reach out to Dynamics Customer Service Forum to ask questions:   

Dynamics 365 Customer Service Forum - Support & Help 

Use these resources to read View active duration, on-hold duration of an SLA KPI | Microsoft Learn about this topic.  

 

 

Sincerely,  

Ravi 

PM, Microsoft