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Is it possible to see time to close metric inside SupportLogic?

Modified on Mon, 05 Jun 2023 at 06:02 AM

In SupportLogic, it is possible to set a resolution time target, and you will be able to see cases that have met the target under the Operational Metrics page. You can also view the median time to close a case for an individual customer using the Account Health Score. To check the Account Health score for the individual customer, go to Customer insights -> type in the customer name, and this shows the account health score for the specific customer.


Additionally, we can also check how long the cases tend to stay open from Operational Metrics -> Efficiency -> Backlog -> Click on Add a new chart -> Backlog by case age. Please refer to the below GIF for adding a new chart.

You can also check the case list tab in the Trend Analytics page by selecting "status" as a filter in the Region split by field. This will provide an overview of the case open time per customer. 

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