Metric definition to show the time a user/engineer has interacted with a case

adam_cannon_23
Tera Contributor

‎05-02-2024 06:15 AM

We are using the sn_customerservice_case table and want to show using a metric or something similar a breakdown of the users that have interacted with a case and the time the case has been with that engineer.

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Kieran Anson
Kilo Patron

‎05-02-2024 06:50 AM

Hey,

Time recording is an OOB feature of Case Management, and leverages the native platform capability of time-card management. Time recording for Customer Service Management (servicenow.com)

 

What do you class as an interaction? Different businesses have different definitions of this

What do you class as "time with engineer"? The full duration it's assigned, including on-hold time? Only the time where it's in-progress awaiting their commentary? Something else?

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