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Hi,
I am wondering if anyone know how "Average handle/resolve time (hrs)" in Customer Service historical Analytics is calculated. Or how I can find that information.
There is another measurement called "Case age" which is baesed on the time the case was in an open state. So that is not how Average handle/resolve time (hrs)" is caluculated.
Hi JohannaH:
Average resolve time: The average length of time taken by an agent to resolve the case.
Summary Dashboard | Microsoft Docs
Maybe you can check total time and Billable time in case resolution entity.
Hi Leah,
Thank you for you answer!
Yes I have read that as well, unfortunately it is hard to use that information in reporting in a good way without understanding how it is calculated.
It is not really right for this case, those are based on preformed activitys, and I am looking for a way to know the time a case was open till closed.
Best regards,
Leah
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