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

    Estimated Time to Resolve (ETTR) for HR cases leverages machine learning to predict the time required to resolve a case by analyzing historically similar closed cases. This feature enhances transparency for employees, aids agents in prioritizing work, and provides managers with insights for SLA management.

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    Note that the ability to create new regression solutions was deprecated starting with the Washington DC release; however, existing solutions can still be trained and edited.

    Key Features

    • Machine Learning Predictions: ETTR predictions are based on case attributes such as short description, category, and priority.
    • Configurable Solution: Customers can use the existing ETTR solution definition or adjust default settings like fields, filters, and training frequency to tailor predictions.
    • Visibility: ETTR values can be viewed across multiple interfaces, including the Employee Portal, Now Mobile app, Agent Workspace, Platform view, and Case Configuration for admins.
    • Automated Model Training: The predictive model auto-trains when the Human Resources Scoped App (com.snhrcore) and Predictive Intelligence for Contextual Search (com.snc.contextualsearchml) plugins are installed and the relevant system property for auto training is enabled.
    • System Properties and Business Rules: Specific system properties control ETTR display for agents and employees and confidence levels. Business rules can be configured to meet organizational needs.
    • ETTR Metrics: Includes minimum, maximum, and point estimates of resolution time in days based on historical data, as well as actual resolution time recorded from case open to close.

    Key Outcomes

    • Improved employee experience through clear expectations on case resolution times.
    • Enhanced agent productivity and prioritization by understanding expected resolution durations.
    • Better SLA management and operational insights for managers through data-driven ETTR predictions.

    Implementation Notes

    To ensure accurate ETTR predictions for existing cases, run the "Populate Actual Resolution Time" scheduled job after upgrade. For new cases, the system automatically calculates and stores actual resolution times.

    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.

    Note:
    Support for creating new regression solutions was deprecated in the Washington DC release. You can train and edit any existing solutions, but you can't initiate new ones. The following information is provided for legacy context. For more information see .

    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 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.