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Report cookbook

Hours per Case

Total business hours from a Case's creation to now or to close, two ways.

From the Case metrics#

Every Case carries Sojourn Total Business Minutes: the business minutes it spent with finished owners, queues and users together. See Read the Case metrics.

  1. Create a report on the standard Cases report type.
  2. Add Sojourn Total Business Minutes, Sojourn Queue Business Minutes, and Sojourn Agent Business Minutes.
  3. For hours, add a summary formula: the sum of Sojourn Total Business Minutes divided by 60.

The time with the current owner is not in these totals until the owner changes; it is in Sojourn Owner Minutes while Live values run.

From the Intervals#

  1. Open Time in Status by Case and Save As. It opens on Cases created in the last 30 days; change the date range for older Cases.
  2. Remove the grouping by To Value, so each Case shows one line.
  3. Elapsed Business Hours summed per Case is the time in every status the Case has left. The current, open stay counts 0 until it ends; its time so far is Business Minutes To Date, kept by the Live values job.

Use one way per report: the two count the current stay differently.