Hi there,
We use SLA's to monitor which Cases are being worked on in a 4 hours delay.
Now to push this a little further, we would like to capture the time between Case Creation and First Response Sent.
Scenario:
SLA Item Failure: 4 hours
Business Hours are from 8am to 5pm
If a case is created on Monday at 3pm, and the First Response is sent Tuesday 9am, the delay should be 3 hours. So the SLA was fulfilled.
If a case is created on Monday at 3pm, and the First Response is sent Tuesday 11am, the delay should be 5 hours. So we failed to fulfill the SLA. But failing by 1 hour is different than failing by 3 weeks...
So my question is: is there a way to capure the delay in a field in CRM? We want to analyze our average response time.
Thanks!
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