Average Time Taken to Assign HR Case - PA

[Obul]

Hi All,

Did anyone configured / implemented dashboard or report in PA that show average time taken to assign an hr case to an agent? 

Since there is no direct way to identify time stamps for assigned is filled, I would like to know if somebody has done and if so how.

Thank you

[Ankur Bawiskar]

@Obul 

check this

create report on time to assign incident 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[jcmings]

Look into metrics. You can see how long cases have been assigned to specific individuals and I believe you'll also be able to see how long they've had an empty assignment. Start with docs and look at the metric_definition table. Reporting on metrics is a little tricky for the record.

The alternate option (as listed in another comment) is to create an SLA that gets completed when Assigned to != empty.