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Saved Search to Calculate Time to Between Case Statuses
I am looking for a way to calculate the time between two custom Case Statuses we use 'Awaiting Discovery' and 'Ready for Approval'.
casestatus.nl?id = 10 (Awaiting Discovery)
casestatus.nl?id = 14 (Ready for Approval)
I see Netsuite has standard Closed Case Analysis reports but I need to be able to measure the time it takes for an escalated support team to process their part of the customer request which happens BEFORE the case is CLOSED.
Search criteria:
System Notes: Field is Status
System Notes: New Value is Ready for Approval
System Notes: Type is Change
System Notes: Date is within last business week
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