Report on Suspend Activity (Case, Reason Code, Work note, etc.)

[Kathryn Compton]

In an effort monitor and control case resolution times, HR needs to analyze Suspend utilization.
However, we are having trouble understanding WHERE the Suspension reason records are stored and HOW we might pull that data together with other case info to provide a meaningful database view for HR Process and Continuous Improvement Analysts. 

We've updated the Suspend reason to cover our most likely scenarios and now we need numbers.
We want to answer questions like: 

• How often is Suspend being used? 
• Which Services are being suspended most? 
• What reason codes are being used most?
• What is the avg/mean Suspend duration per Service? 
• What is the avg/mean Suspend duration per reason code?
• How often is Suspend used multiple times on a single case? 
• Which Agents are using Suspend most and for longest durations? 

We want to use these numbers/answers to provide data coaching and process  improvements like: 

• Agent coaching and performance
  (Ex.  does the agent understand which reason code is appropriate and what actions to take.) 
• Collaborator Accountability 
  (Ex.  If we're waiting on request accuracy and completeness from other HR Groups to move forward.) 
• Enterprise understanding and direction 
  (Ex.  A common employee misunderstanding results in frequent suspensions- we improve the service form and  knowledge article to alleviate the blocker.)  

[Susan Britt]

Suspend Reason is a field on the HR Case record/table, so the the choices are stored on the actual HR case.  

[Kathryn Compton]

We've updated the reason choice list before.  We're not able to find the actual utilization of the suspend field on the case in the HR Case table.  With a one:many relationship, wouldn't there be an extension table of some sort? Each case (one) may have multiple uses of Suspend state and reason codes (many). 

[teduard]

we are in a process of implementing the same approach
are you able to measure as you said if different suspend reasons were used/selected many times in one case?   

[Kathryn Compton · Accepted solution]

We found that the suspend utilization instance records (each time suspend is used) are in the Metrics table (Suspend Duration, not State Duration) and can be pulled together with the Case table data in a Database view for reporting or export.  There are some related records in the SLA table as well but Metrics had everything we needed. 

BOLO for Awaiting Acceptance Suspend Duration records which may not be what you are looking for.