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Case Escalations - Teams and Metrics
Hello,
We use Case Management extensively in NetSuite. We are using a custom "team" field to help distinguish the progression of a case from team to team. The result is the "assigned to" is consistently changing to the rep who is currently working on the case. The limitation with this is all of our reporting is done via system notes and we are not using the native case escalation functionality available in NetSuite.
We are hitting some road blocks in using case escalations for NetSuite. We are trying to do extensive metric reporting (time case was in one team before being escalated, etc.) and also being able to report at the team and individual rep level.
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