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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...
STATUS DETAILS
Declined
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