The SLA instances calculate the Active Duration of an SLA associated to a Case.
The Active Duration calculation takes into account the Working Hours of the calendar associated to the SLA Item which is very important. It is however restricted to only calculate until the planned SLA expiry which makes the data partially incorrect (i.e. when the SLA was not met within the target time)
A field is needed in the Case entity that sums the Active Hours for Case resolution regardless of whether the SLA target was met or not. This will allow easy reporting and management of actual Case resolution duration.
A lesser solution would be to simply allow the SLA Instance to continue to calculate the Active Duration until the SLA success condition(s) were met. The current Active Duration when the SLA is not met is simply a copy of the SLA Item data so has no additional value.
Administrator on 4/29/2024 5:54:30 AM
Thanks for your feedback. Would like to understand the ask better. Are you looking for a tool that automatically captures the amount of time an agent spent on the case working actively on it? For example, an agent might have taken 2 days to resolve a case but he/she might have actively worked on it only for 5 hours since he/she works on multiple cases in a day. So, the actual case resolution duration captured should be 5 hours on that case?
Regards,
PM, Microsoft.