Estimated time to resolve HR cases

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Estimated time to resolve HR cases

    The Estimated Time to Resolve a Case (ETTR) leverages machine learning to analyze past closed HR cases, providing insights into expected resolution times based on various case attributes. This functionality enhances visibility and sets expectations for employees while assisting agents in prioritization and performance measurement.

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    Key Features

    • Predictive Modeling: The ETTR uses historical resolution data to predict the estimated time for current cases.
    • Configurable Settings: Users can adjust fields, filters, and training frequency to tailor predictions to their needs.
    • Visibility: Predictions can be viewed by employees in various interfaces, including the employee portal and agent workspace.
    • Auto-Training: The predictive model is automatically trained when specific plugins and settings are correctly configured.
    • Business Rules and System Properties: Users can configure properties to meet their operational requirements and display ETTR values effectively.

    Key Outcomes

    By implementing ETTR, organizations can expect:

    • Improved transparency for employees regarding case resolution times.
    • Enhanced agent efficiency through informed prioritization.
    • Better SLA management and insights for managers based on predictive data.

    To utilize this functionality effectively, ensure that the necessary plugins are installed, and verify system properties and business rules according to your operational needs.

    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.