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Tracking Support Case Time

edited Nov 22, 2019 10:33AM in CRM 2 comments

Our goals are to track the initial time to resolve cases and the time it takes to close a case.  There seems to be several NS-related issues that are preventing us from getting even close to being able to do this.  Here are the problems we’re having:

1.  NS "inital response time" and "time elapsed" fields do not ignore our non-working hours or non-working days.  Any case submitted after hours will have all the time between then and 8:30am the next business day included into both fields.  This fact makes it impossible to use any of the data even on some kind of "relative" scale because if a majority of calls are entered late Friday during one month and always in the AM during another month there's simply no good apples-apples comparison.

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