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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 in an accurate way see how many working hours it took until a case was actually resolved beyond the Case resolve SLA failing. If we set an SLA to complete when Case status = resolved the SLA will simply say "completed", there is no way to get the actual active time of the SLA. Doing a calculated field with datediff results in an inaccurate result due to it not considering the work schedule.

The idea is therefor: Stamp the total worktime of an SLA into a column on the KPI-instance entity OR display the timer when SLA is completed even after page refresh and stop the timer. That way you can see how many working hours you are overdue.

There is a similar idea but it does not really describe it the way I want to. If you MS consider these two the same idea, feel free to close this one.
https://experience.dynamics.com/ideas/idea/?ideaid=db0e959b-00b7-e611-80c2-00155d460f3c
Category: Case Management
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  

 

 

Comments

S

I do not think the linked Idea is the same idea.


We miss the Active Duration calculation for when the SLA has failed. Currently the timer stops when the SLA expires but does not record the working duration from SLA start to SLA completion even if the time is greater than the failure duration.


This needs to be calculated though the SLA instance as only this has the work calendar on it, we cannot calculate it from only the Case as it has no calendar, and we cannot access the work calendar data to make any calculations.

Category: Case Management