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930

Case Duration Based On Working (Business) Hours.

Ability to calculate case duration, based on working (business) hours, between the date the case is opened and the date it is closed but excluding the duration when the case status was equal to specific value(s) e.g. "ON HOLD", "AWAITING 3rd PARTY", etc.

This is an essential requirment to be able to analyse our support department performance against Service Level Agreement (SLA).

So far I mananged to use the Case History Report to do all the above except for the duration being calculated based on (working) business hours.

PatientKeeper 01/28/07	This is a definite must! We have been forced to export reports to Excel and use complicated formulas and VBA code to accomplish this. If Salesforce could simply exclude non-business hours that would be greatly beneficial.
Leyna 01/29/07	I agree and I think that this is a duplicate or at least requesting some of the functionality of the idea titled "Case: Time Spent vs Elapsed time". We NEED this!
HRearden 01/29/07	Bravo, this is a great idea -- something we've been waiting for, for awhile.
Lynne 07/30/07	.Customers need to calculate the working time to make sure that when SLA is violated they understand why (their lack of response or perhaps the customer's unresponsiveness). Therefore the SLA clock needs to be able to include businenss hours or not and also be able to turn off and back on based on the status of the case.
Mack 09/25/07	I find it hard to believe this is not available. Customers are very surprised that we are giving them a 'case management' tool that cannot report on if a case was completed within the set SLA. Please advise when this will be available
neil.english@xnplc.com Jan 2	Merged Idea originally posted 12/06/07 allow Age (Hours) of calls to take into account office hours in standard and custom reports, the age (hours) calculation does not take into account the fact that the office is closed on weekends, therefore the calculations are out and have to be edited manually. Salesforce reporting should allow a field to be used that states whether or not age (hours) takes into account bunsiness hours as per cases edit settings
wgzpayne Jan 2	Merged Comment originally posted 12/07/07 This should be merged http://ideas.salesforce.com/article/show/59240/Case_Duration_Based_On_Working...
cpoulton Jan 2	Merged Idea originally posted 04/23/07 Case Lifecycle Reporting: Apply Business Hours It would be great when generating case lifecycle reports if the age or duration would take into account the hours entered in the "Business Hours" section under case setup. This could be as simple as a checkbox on the report criteria page indicating weather or not to use business hours when calculating duration.
werewolf Jan 2	Merged Comment originally posted 10/04/07 This idea has currently been implemented in pilot and is available upon request. Please contact Salesforce support to enable business hours reporting for case reports in your org.
hostis Jan 2	Merged Comment originally posted 10/04/07 When pulling off reports, I would prefer the reports based on "Age(Hours)" to take into consideration the business hours. Currently if I pull off specific reports on age of calls, if the call is opened at 5PM and closed at 10 AM next day it shows the "Age (Hours)" as 17 hrs. We close at 6 PM and open at 8AM it should only say 3 hours and not take into account the 'closed' hours.
gommo Feb 15	Essential in meeting client-driven SLAs / KPIs and in separating your company from the competition through service, not just product. We have to use a complex, and not entirely accurate, set of Excel rules to accomplish this currently and can only do it for selected clients.
bilbao Apr 2	It would be perfect if there are working calendars to be set in SF. For multinational companies we obviously have different calendars that should be linked to users. MS Dynamics CRM has solved this problem that way. This feature is a must for KPIs and for business alerts.
sonyas May 16	It would be great to see the amount of days open (in business days) not only for cases, but to be able to have this for other custom objects
lizw Jul 1	Changed status to Large Enterprise Idea.
jonathanbarrow Oct 30	We need this as well. I called SFDC support.
rpalacios Oct 30	This is not a pilot in salesforce anymore. But there is an Appexchange called "Case Age In Business Hours 1.01" that will basically do the same.

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