Wednesday, March 07, 2012 9:14 PM
We have stated in our SLA that we will resolve a Case in a certain amount of time. This is causing problems because our support isn't one hit and we do a lot of it using email and work outside of CRM in a number of different ways.
Therefore our resolution time on a case can have a hold time in it as we wait for data from the customer to come back.
There is now a wish to firstly report the case resolution time and secondly work out potentially when we are going to hit our SLA limit on resolution time for a certain Case.
What I would like to know is how other people have worked with this. I have already looked at the case resolution time, but that doesn't work as emails have a 0 time by default and at this moment we don't record service activities. Should we be doing that when we are doing work for the customer on the problem they have. I have also added an "on hold" count which works out the time a case is waiting for a customer to respond and this can be used on a report to then take that away from the open and shut time of the case itself.
Any advice, help or ideas on what could be done to manage this would be most helpful.
Friday, March 30, 2012 11:55 PM
can you change the default time associated with an email? maybe with a workflow, although it isn't very accurate because what time do you set for an email.
perhaps you could add a new activity entity for users to create and log the time that has been spent on the call.
I guess the way you could do it is for the user to change to a status of working on and calculate the time it has been in this status, when the user isn't working on the case they could go back to hold status. You could either add this onto the call at the end or automatically create activities with the time spent on it (calculated from the status time of working on).
I think you are on the right course but just need to do a bit of fine tuning and get the users of the system to follow the correct working procedures to make sure they log their time.
Saturday, March 31, 2012 12:32 AM
I've just blogged about exactly this sort of thing. While I don't think our solution meets your needs, it could give you some ideas about how you might be able to tweak things to suit; although, we had to write code to accommodate, so keep your in-house development skills in mind when considering options.
Basically, we use Time Sheets (custom entity) - if I had it all to do over again, I would have made Time Sheet a custom activity type and as per Ben's contribution, the time accrued would count towards the aggregated allotment for the Case.
It does require staff to be vigilant about entering Time Sheets (I hate administrative overhead), but... for the purposes of client reporting and metrics for future time estimates, it is a small price to pay.
--pogo (pat) @ pogo69.wordpress.com