Metric Timeline Reporting

[nyrguy45]

Hello All,

I have an issue that I am trying to resolve.  I have a table called u_human_resources_cases and have the following states 

• Pending Background Check
• Open
• Pending Manager
• Pending IT
• Work In Progress
• Closed Complete

I need to find out a way to create a report with the average time in each state, more importantly, "Pending Manager".

I see the metric timeline above the individual case but would need an average time for all cases and not the individual case. 

Is there any way that I can run a report on the average time per state?

Any assistance is greatly appreciated

Best and Stay Safe

Marcelo

[CezaryBasta]

Hi,

Have you considered using SLAs? I think it might be better option for your case.

If not, the field value changes can be found under the sys_history_line and sys_history_set table. 

[nyrguy45]

Hello Cezary,

Thank you for the prompt response.  I have considered using the SLAs but it will give me the time duration for each state, or I just don't know how to properly set them up.

Pardon my inexperience but what do you mean by the field value changes with regards to sys_history_line and sys_history_settable.

Thanks again

Marcelo

[Adam Stout · Accepted solution]

Take a look at the Knowledge On-Demand library for the session from K19 "Performance Analytics 203".  They spend a good amount of time looking at this (the data is in metric_instance).  Reporting 201 and Reporting 301 may touch on it as well (they do for K20 at least).