Read the Case metrics
First close, reopens, handoffs, and queue versus agent time on every Case, kept current by Sojourn.
Once Case is a Tracked object with Status tracked, and Track owner on for the owner figures, every Case carries eight figures that Sojourn keeps from the Case's own Intervals.
The fields#
| Field | What it holds |
|---|---|
| Sojourn First Closed At | When the Case first entered a closed status. Reopening does not change it. |
| Sojourn First Close Business Minutes | Business minutes in every status before that first close. |
| Sojourn Reopen Count | Times the Case moved from a closed status back to an open one. |
| Sojourn Status Change Count | Status changes after creation: the Case's Status Intervals minus one. |
| Sojourn Owner Change Count | Handoffs between owners: the Owner Intervals minus one. A Case never reassigned shows 0. |
| Sojourn Queue Business Minutes | Business minutes the Case spent owned by queues. |
| Sojourn Agent Business Minutes | Business minutes the Case spent owned by users. |
| Sojourn Total Business Minutes | Queue and agent minutes together. |
The queue, agent, and total minutes count finished ownership only. Time with the current owner is in Sojourn Owner Minutes, which the Live values job keeps current on the Plus plan (see Track an object).
A status is closed when it is in the Tracked object's Closed values. With Closed values empty and Status as the status field, Sojourn uses the case statuses marked Closed in Setup. If you track a custom status field, list its closed values; otherwise no value counts as closed and the first-close figures stay blank. When the Tracked object names a Closed Checkbox Field, the first close and the reopens come from that checkbox's own Intervals instead, so track the checkbox as a field too (see When a record closes). The owner's minutes stop at each close: no Owner Interval is open while the Case is closed.
A status that does not count, set on the object's Values tab (see The Values tab), stops the clock: its time adds to no figure, and the moves into and out of it still count in Sojourn Status Change Count, so a Case that went New, Waiting on Customer, Working shows 2 when Waiting on Customer does not count. A closed status always counts, so the close figures do not change. The owner figures follow the object's owner tracking: under Users only no queue minutes are counted, and a move from one user through a queue to another is one handoff; under Queues only no agent minutes are counted.
When they change#
Sojourn recomputes the figures from the Case's Status and Owner Intervals whenever one of them opens or closes: on every save, and after a catch up, a backfill, or a repair. A Case that missed an update, for example because a save was close to a Salesforce limit, is corrected by its next change.
Every Case gets its figures whoever saves it: Sojourn writes them itself, so agents do not need edit access to these fields, and the fields stay read-only for everyone but Sojourn admins. A catch up, backfill, repair, or the nightly Reconcile writes the figures in its own run, so the Case's Last Modified Date moves to that run's time.
Sojourn's own update of the Case#
Sojourn writes the figures with one more update of the Case, in the same transaction, right after a save that opens a Status or Owner Interval and after a Case is created. That update carries only the eight Sojourn fields, but your own Case automation runs for it like for any update: validation rules, before-update triggers, and Flows or processes set to run every time a record is edited. Set automation that should run once per user save to run only when the fields it cares about change.
If automation that runs during Sojourn's update changes the Case's Status or Owner, Sojourn records that change as it happens, like any other save, and recomputes the figures, unless a validation rule refuses Sojourn's update of another Case in the same save; then the next change to the Case or the Reconcile job records it. A validation rule that refuses Sojourn's update leaves the user's save in place; the refused figures are an entry in the Error Log, and the next change to the Case recomputes them.
Automation on Sojourn's Interval object is different. If a Flow or trigger that runs when an Interval is saved changes a Tracked field of the Case, Lead, or Opportunity the Interval belongs to, in the same save, Sojourn does not record that change as it happens; the next Reconcile run records it. Keep automation on Intervals from writing to the record they belong to.
Often missed. The figures are fields on Case, so they show only where you add them. Add them to your Case page layouts and to Case reports; Sojourn does not change your layouts.
Add them to a Case page#
- In Setup, open Object Manager, then Case, then Page Layouts, and choose your layout.
- Drag the Sojourn fields into a section, for example one named Service metrics, and save.
You are done when
- Closing a Case shows Sojourn First Closed At and its business minutes on the Case page.
Updated in release 1 This page changes in the same pull request as the feature it describes.