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Time tracking for cases

edited Nov 22, 2019 10:32AM in CRM 1 comment

We would like to track how long cases are open by rep.  Our typical business day is 730am to 530pm Monday thru Friday.  We see several timing problems when we try to track time to close cases such as:

1. Case gets assigned at 5pm on Friday and assignee closes the case at 8am on Monday.  Case was closed in 1 business hour but in 2 ½ days in Netsuite.
2. Case gets assigned at 830am on Monday to a rep.  Rep goes home sick that day but closes the case the following day at 830am.  Case was able to be worked on and closed for perhaps 4 hours but Netsuite will call it 24 hours.

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