Pause Duration

[Sherry Gere]

I am reading all about Pause duration for SLA cases being available as a column option for reports but is there a way to get Pause duration for non SLA cases as we would like to know what that time is for all case types, not just SLA. 

[AndersBGS]

Hi @Sherry Gere ,

you could utilize metric table to understand the duration of pending state. This off course very much depend on you configuration and setup.

[sejal1107]

Hi @Sherry Gere 

I don't think so there is any OOB field for the same, but If your platform supports customization, you can create a custom field that tracks the Pause Duration for any type of case, whether it's an SLA or non-SLA case. You can use a business rule to set a start time when a case is paused and an end time when it resumes, and then calculate the duration and set it in custom field and use the same field in report.

Please mark if you found this helpful.

Regards,

Sejal