Average resolution time and the average case response time
Hello,
Does anyone know the best way to calculate the average resolution time and the average case response time?
We need to calculate this data, but we've seen that in Creatio's default dashboards the object they use is caselifecycle.
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Hello,
To set up a dashboard with average resolution time, you need to use the “Case Lifecycle” object. This table is the OOTB mechanism that logs some changes in the Case table. Therefore, based on this object you can create a dashboard with average resolution time and use filters to get the desired result.
It's been calculating for all hours, but you can easily change this setting according to some factors, like SLA. To learn more about this topic and how to set up calculating you can refer to the following link with instruction:
https://academy.creatio.com/docs/8.x/creatio-apps/products/service-tool…