locked
TAT (Turn Around Time) in Case & SLA RRS feed

  • Question

  • Hi All,

    how to get TAT (Turn Around Time) in Case?

    actually I want to get how many total number of hours that needed to resolve a case and Compare with the SLA.

    ie: I have a SLA for specific subject is 2 days business day, and from a case the agent need 1 days business day to resolve that case.

    so the analysis would be SLA: 2 business days, TAT : 1 business days, variance: 1 business days.

    note:

    I have customer service schedule, SLA & TAT should be refer to customer service schedule (business day).

    please advise.

    thanks,

    Tuesday, April 21, 2015 12:25 AM

All replies

  • Hello,

    I understand here that you want to calculate the time taken to resolve the case (TAT) which is more of calculating the time duration in between these two fields.

    This cant be handled through a customization.

    https://crmbusiness.wordpress.com/2011/05/06/crm-2011-javascript-date-difference-code/

    http://crm.ipiyush.me/calculate-duration-fields-in-dynamics-crm-2011-via-code-javascript-and-c/

    http://linujohn.blogspot.in/2012/07/find-time-difference-of-two-datetime.html

    Hope it helps!


    Regards, Abhishek Bakshi If you find this post helpful then please Vote as Helpful and Mark As Answer. Check my blog on https://mydynamicscrmblog.wordpress.com/

    Tuesday, April 21, 2015 11:42 AM
  • Hi,

    thanks for the reply, I meant not just compare the difference of time.

    I need compare with SLA and associated with customer service schedule.

    FYI, I use MS CRM 2015.

    thanks.

    Friday, April 24, 2015 7:34 AM
  • You can use dashboards for that.

    Regards, Abhishek Bakshi If you find this post helpful then please Vote as Helpful and Mark As Answer. Check my blog on https://mydynamicscrmblog.wordpress.com/

    Friday, April 24, 2015 8:13 AM
  • Hi,

    could you explain for specific dashboard that you've mentioned above.

    thanks.

    Saturday, April 25, 2015 4:34 AM
  • Refer this

    http://www.catapulterp.com/blog/dynamics-crm-support/sla-performance-reporting/

    http://www.gapconsulting.co.uk/news-resources/blogs/entryid/92/crm2015-sla-enhancements-v-auto-sla-calculator


    Regards, Abhishek Bakshi If you find this post helpful then please Vote as Helpful and Mark As Answer. Check my blog on https://mydynamicscrmblog.wordpress.com/

    Monday, April 27, 2015 3:57 AM