Estimated time to resolve HR cases

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Estimated time to resolve HR cases

    The Estimated Time to Resolve (ETTR) for HR cases leverages machine learning to predict how long it will take to resolve a case by analyzing attributes and resolution times of similar closed cases. This feature enhances visibility and transparency for employees, helps agents prioritize work, and provides managers with actionable insights on SLA management and case resolution times.

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    Key Features

    • Machine Learning Prediction: ETTR uses regression models based on case attributes such as short description, category, priority, and assignment group to estimate resolution time.
    • Configurable Solution: Customers can use the existing ETTR solution or customize fields, filters, and training frequency to fit their needs.
    • Multiple Viewing Options: ETTR predictions are visible through the Employee Portal, Now Mobile app, Agent Workspace, Platform views, and Case configuration for admins.
    • Auto Training and Setup: The predictive model is automatically trained when the Human Resources Core app and Predictive Intelligence plugins are installed and the auto-training system property is enabled.
    • System Properties and Business Rules: Several system properties control the display of ETTR values and confidence levels for agents and employees. The business rule "Predict Estimated Resolution Time" can be configured to fit organizational requirements.
    • Key Metrics Stored:
      • Actual Resolution Time – elapsed time from case opening to closing.
      • Max ETTR – maximum estimated days for resolution based on similar cases.
      • Min ETTR – minimum estimated days for resolution based on similar cases.
      • ETTR in Days – point estimate of resolution time for the case.

    Key Outcomes

    • Employees gain clarity and realistic expectations about case resolution times.
    • Agents receive data to prioritize cases effectively and manage workloads.
    • Managers obtain insights for improving SLA adherence and resource allocation.
    • Organizations benefit from automated, data-driven predictions that enhance HR case management efficiency.

    Important Considerations

    • After upgrading, run the "Populate Actual Resolution Time" scheduled job once to backfill existing cases; thereafter, resolution times are auto-populated by a business rule.
    • Ensure required plugins are installed and system properties configured to enable ETTR functionality.

    Determine the Estimated Time to Resolve a Case (ETTR) for a case by analyzing similar closed cases in the past for better visibility and transparency.

    Machine learning predicts the estimated time to resolve a case (ETTR) based on attributes of a case such as its short description, category, priority, assignment group, and so on. For more information about configuring the machine learning regression solution definition for ETTR, see HR PIWB template: Recommend estimated time to resolve

    To make predictions, you can use the existing ETTR solution definition or change some of the default settings such as the fields, a filter, and the training frequency.

    By analyzing the resolution time for similar closed cases in the past, the ETTR capability offers the following benefits:
    • Gives employees better transparency and set expectations on resolution time for their cases.
    • Helps agents in prioritization of work and measure performance.
    • Provides data that can help managers with insights into SLA management and estimated time to resolve for cases.

    ETTR for HR Cases

    On configuring Estimated HR Case Resolution Time (ml_sn_sn_hr_core_global_hr_case_resolution_time) and training the predictive model, you can see the HR Case Resolution Time option. See the Estimated time to resolve value from:
    • Employee portal view and Now Mobile view
    • Agent workspace
    • Platform view with a list of cases
    • Case configuration view for admins
    For more information, see Viewing ETTR predictions

    ETTR predictive model

    The Estimated HR Case Resolution Time (ml_sn_sn_hr_core_global_hr_case_resolution_time) is configured and the predictive model is auto trained when all the following conditions are met:
    • The Human Resources Scoped App: Core (com.sn_hr_core) plugin is installed.
    • The Predictive Intelligence for Contextual Search (com.snc.contextual_search_ml) plugin is installed.
    • The glide.platform_ml.auto_training.enabled system property is set to true.
    Business rules and system properties
    Verify the following system properties and business rules:
    • Use or configure the following system properties and corresponding values to display the ETTR values per your requirement:
      • ml_sn_sn_hr_core.COE_ETTR_display_agent
      • ml_sn_sn_hr_core.COE_ETTR_display_employee
      • ml_sn_sn_hr_core.estimated_resolution_time_confidence_level
    • Use or configure the Predict Estimated Resolution Time business rule per your business needs.

    ETTR model

    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.