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dcork Calculating Case Duration and Turnaround
I need to create a report that shows the average turnaround time in hours for all open cases. The challenge is that we don't provide support 24x7 and the time we're not here shouldn't be included in the turnaround time calculation. Basic requirements:
- If the case was created after 7pm, count it as arriving at 7am the next day.
- If the case came in on Saturday or Sunday, count it as arriving at 7am on Monday.
- The turnaround time is the average time across open cases.
- The report is dynamic so that the turnaround time is calculated in real-time each time the report is run.
Is there a way to do this using calculated fields? Is there other code out there that may help.
Thanks.
- If the case was created after 7pm, count it as arriving at 7am the next day.
- If the case came in on Saturday or Sunday, count it as arriving at 7am on Monday.
- The turnaround time is the average time across open cases.
- The report is dynamic so that the turnaround time is calculated in real-time each time the report is run.
Is there a way to do this using calculated fields? Is there other code out there that may help.
Thanks.
I have a formula field in the application that calculates case age in days
http://forums.crmsuccess.com/sforce/board/message?board.id=discuss&message.id=1772
Cheers,
Nick