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cafe2 Track average time to close activity
My company just started using email-to-case. We'd like to track how long it takes our customer service reps to initially respond to an email when it comes in. The tricky part is that often times the initial response does not solve the issue, so the case is still open. I was hoping to run a report on the average time it takes an activity to close, because we automatically create activities whenever a new case is created. From what I can see, this isn't possible. I tried creating a custom field for date/time closed, but cannot automatically update it with workflow. Has anyone figured out a way to get this information?
You may want to look into "Case Age in Business Hours"
http://sites.force.com/appexchange/listingDetail?listingId=a0N300000016ccNEAQ
That works for us!
Good luck,
Amber