Estimated time to resolve a case

Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.

Machine learning predicts the estimated time to resolve a case (ETTR) based on attributes of a case such as its short description, category, priority, and assignment group. For more information about configuring the machine learning regression definition for ETTR, see Configure the default estimated resolution time.

Activation

This feature is available with activation of the Predictive Intelligence for Customer Service Management plugin (com.sn_csm_ml). For more information, see Install Predictive Intelligence.

Agents must activate the Time to resolve ribbon component, which displays the ETTR, to view it in the CSM Agent Workspace or in the CSM Configurable Workspace. For more information, see Display the time to resolve ribbon component and CSM Configurable Workspace form ribbon and components.