Why did this case take so long?
Sojourn records how long every record spent in each status and with each owner, in business hours, on any object. Every stay becomes a row you can report on, so the answer is one report away.
Case 00012345Printer offline at the Pune officeSample record. Business hours Monday to Friday, 09:00 to 17:00 IST. Select any segment to see the row Sojourn wrote for it.
Salesforce keeps the change. It forgets the stay.
Field History logs that a value changed and when. It never records how long the value lasted, who held the record meanwhile, or whether that time fell inside business hours. So the question your director asks on Monday has no report behind it.
Case History
Old value, new value, timestamp. Nothing else.
| Field | Old value | New value | Changed |
|---|---|---|---|
| Status | New | Working | 1 Oct 11:00 |
| Owner | Tier 1 queue | Priya N. | 1 Oct 11:00 |
| Status | Working | Waiting on customer | 1 Oct 17:00 |
| Owner | Priya N. | Tier 2 queue | 1 Oct 17:00 |
| Status | Waiting on customer | Working | 8 Oct 11:00 |
Intervals
One row per stay, with durations ready to sum and average.
| Value | Owner | Business hours | Goal |
|---|---|---|---|
| New | Tier 1 queue | 2.0 | Met |
| Working | Priya N. | 6.0 | Met |
| Waiting on customer | Tier 2 queue | 34.0 | Breached |
| Working | Anita R. | 5.5 | Open |
Your Monday report, before and after.
Today someone rebuilds the answer by hand every week. With Sojourn the answer is already a column in a report you subscribe to.
- 1Export Case History to a spreadsheet.
- 2Sort by case and date, then subtract each timestamp from the next.
- 3Remove nights, weekends, and holidays by hand.
- 4Work out who owned the case during each gap.
- 5Do it again next week. Anything older than 18 months is gone.
- 1Open the report and subscribe to it. It arrives every Monday at 08:00, in business hours, per status and per owner, with history kept as long as you want it.
Average Business Hours per Status, last 90 daysSojourn Reports folder, comes with the packageThree questions managers ask, answered from one object.
Why did this one take so long?
The timeline on the record page shows where the time went, with no report needed.
| Waiting on customer | 34.0 h | 72% |
| Working | 11.5 h | 24% |
| New | 2.0 h | 4% |
Who held it, and for how long?
Average business hours each owner held a case, last 30 days.
Where does work stall?
Average business hours per status, all cases, last 90 days.
Charts use sample data.
From install to your first report in an afternoon.
No developer and no schema changes in your org. Each new field you track is a record in Sojourn's setup, not a new column.
Install and assign
Install the package. Give admins Sojourn Admin, managers Sojourn Manager, and everyone else Sojourn User.
Choose what to track
Case, Lead, and Opportunity start tracking as soon as you enable them. Any other object needs one Flow, copied from the template Sojourn provides.
Backfill your past
Sojourn builds intervals from the field history you already have, so your first report covers months, not minutes.
Open the reports
Twenty report templates and four dashboards come with the package. Managers filter by owner, queue, or status in any report.
What you get for what you pay.
One package with every feature. Nothing is held back for a higher tier.
Time in every status, on any object
Picklist fields and Owner on Case, Lead, Opportunity, and any custom object. Add fields without changing your schema.
Business hours that match your teams
Org default, or set per object, per field, or per queue, so a night shift is measured fairly.
Goals and breaches
Set a target in business hours for any status value. Breaches are flagged, so a Flow can alert the right person.
Live values
Time in current status and time with current owner, refreshed every 15 minutes, for list views and escalation rules.
Timeline on the record page
One lane per tracked field, on record pages and Experience Cloud sites.
Reports and dashboards, ready on install
7 report types, 20 report templates, and 4 dashboards: Desk Productivity, Process Bottlenecks, SLA Health, and Leaderboards.
History you keep
Nothing is deleted unless you choose to. Optional purge exports first and archives to a big object.
Hours you get back.
Enter your own numbers. We only multiply them.
Plus answers a spreadsheet cannot give you: time per owner, business hours, and history older than 18 months.
Twenty reports before you build one.
Service 11
- Time in Status by Case (business hours)
- Time per Owner by Case
- Average Business Hours per Status, last 90 days
- Average Business Hours per Owner, last 30 days
- Owner Changes per Case
- Status Changes per Case
- Cases Currently Open by Current Status
- Longest Open Intervals right now
- Percent of Business Time per Status Group
- First Close Time by Agent
- Reopened Cases by Agent
Sales 4
- Lead Time in Status
- Lead Time per Owner
- Opportunity Time in Stage
- Opportunity Time per Owner
Goals and trends 3
- SLA Breaches by Status and Owner
- Average Business Hours per Status, trend
- Owner Leaderboard, last 30 days
Health 1
- Tracking Errors by Type
Omni-Channel extension 1
- Omni-Channel Agent Handle Time
Desk Productivity
Process Bottlenecks
SLA Health
LeaderboardsYour data never leaves your org.
Sojourn runs entirely inside Salesforce, in user mode, with your object and field permissions.
- No external callsNo callouts, Connected Apps, or outside scripts.
- No metadata changesSojourn never deploys into your org. Setup lives in records.
- Respects your permissionsEvery query runs with the user's object and field permissions.
- Never blocks a saveIf tracking fails, the record still saves and the error is queued for repair.
See where your cases spend their time.
Install Sojourn in a sandbox, backfill your history, and open the first report the same afternoon.