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Dynamics 365 Community / Forums / Customer Service forum / Average time for a cas...
Customer Service forum

Average time for a case resolution

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Posted on by Community Member

Hi ,

We have just started using Dynamics 365 for case management in our IT support department.

We have not defined any SLAs (still exploring ).

IS there any way ...we can calculate " average resolution time " for different case classifications ( warranty , on Support agreement etc ).

Look forward to having an early response. 

regards 

Touqeer 

Categories:
Customer Service
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  • Suggested answer
    Mathieu De Buyer Profile Picture
    Mathieu De Buyer on at

    Hi Touqeer,

    We intend to do the same with my client. We developped case management for many purposes in procurement and HR, and what we will do is use Power BI to extract the data about the cases and calculate how much time took the case to be resolved, how much time on average etc ... pretty easy to do once you have the information in power BI, in the case form you have a pane at the end called "administration" that gives you starting date and ending date.

    If you need more precision step by step, you can do the same thing with the activities you have in your process (if you use any).

    you have to make sure you have the correct data entities (with the right information inside) though to be able to extract the data in Power BI.

    Tell me if you need more information about all this.

    Cheers,

    Mathieu

  • Community Member Profile Picture
    Community Member on at

    Hi Mathieu ,

    Thanks for your reply ...We will try your suggestion when will use Power BI.

    Thanks again

    ( And sorry for the very late response)

    regards

    Touqeer

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