Duration vs. Resolution Time

adamrauh
Kilo Expert

‎04-29-2016 07:41 AM

Hey guys,

Been a while since I've been asked this so have forgotten, and can't seem to find an easy Wiki on it so figured I'd ask -

What's the difference b/t the following:

Duration

Business Duration

Business Resolve Time

Resolved Time

Also, can you specify if where these counts are reset, if ever (ex, when tossed from queue to queue, etc.).   Want to make sure I'm accurate when I say, 'X is from time an INC is created till closed (24 hr days) vs. according to a set business schedule (x8hr days), etc.

Thx,

A

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Chuck Tomasi
Tera Patron

‎04-29-2016 08:34 AM

Hi Adam,



My understanding is that Duration is from time s to time t, directly w/o exception. Business duration takes schedules in to account.



The same is true for resolve time vs. business resolve time. Resolve time is a difference and can be formatted as a duration with a dictionary attribute.



I wouldn't recommend resetting these. If you want to determine time/duration from queue to queue, you may want to look at Metrics which keep timestamp records of all of those. If you want to ensure limits are enforced, then SLAs are a better way to go.


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