Our team is looking to review the reasons our HR Operations agents might be suspending their cases. We are interested in:
- How many cases were suspended? - We cant use historical reporting as this would show "HR Cases currently in Suspended state" rather than the desired "HR Cases that were ever suspended"
- How many times were those HR cases suspended? - Along with the above, we need to understand the amount of state changes "BLANK to Suspended" were on each HR Case
- Length of suspension time - Can this be done on SLA table? Does Paused duration consider Suspended and Awaiting Acceptance as the same time?
- Reason for suspension - Default configuration has the "Suspend Reason" and "Work Note" in the suspension pop up. Both are valuable for understanding suspension reasons
This will help us understand where we can improve our case resolution processes depending on the HR Service related to that suspension. Let us know your advice on gathering trends from this data as well.
