Estimated Time To Resolve (ETTR) - how is Min/Max defined?

[Matt93]

Hello,

We are implementing the regression PI model for ETTR and are curious about how the Min/Max ETTR values are calculated. For example: We have an HR case that has...

- ETTR = 30

- Min = 15

- Max = 30 

How are Max and Min evaluated? I see some cases of the same HR service being resolved in <1 day and some over the 30 day Max value. Any information or guidance on how to define/adjust these values this model would be greatly appreciated!

Cheers,

Matt

[Community Alums]

Hi Matt,

• Regression solutions such as ETTR enable you to predict a point estimate and prediction interval. This capability informs the agent, employee, and service owners on the estimated resolution time for a case based on the time taken to resolve similar issues historically.
  • Actual resolution time: Stores the actual time of resolution of a particular case. This field stores the resolution time from opening to closing of the case.
    Note: When you upgrade, run this Populate Actual Resolution Time schedule job once for populating the actual resolution time for existing HR cases. For all upcoming cases, the business rule Populate Actual Resolution Time automatically generates the resolution time.
  • Max ETTR: Indicates the maximum estimated resolution time in days for case completion. Estimate is based on the time taken for resolving similar HR cases.
  • Min ETTR: Indicates the minimum estimated resolution time in days for case completion. Estimate is based on the time taken for resolving similar HR cases.
  • ETTR in days: Stores the point estimated resolution time in days for case completion.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Matt93]

Hi @Sandeep Dutta,

Yeah, I saw this in the docs. I guess my question is around how the system evaluates Max/Min since it is still pretty vague to me. I looked at the business rule script that calls the hr_CaseAjax script include for the JSON package of "upperbound" and "lowerbound" values, but how the system spits out a Max/Min number is still vague to me. Please let me know if I am on the right track here:

For Max ETTR, the system takes all of the longest resolution times and buckets them, or is there some averaging of let's say the 10 longest resolution times?

For Min ETTR, the system takes all of the shortest resolution times and buckets them, or is there some averaging of let's say the 10 shortest resolution times?

Apologies if my simple brain is having a hard time processing how this is done, sometimes I need to be spoken to in lamen terms 🙂 

Thanks for your help,

Matt