Reporting on amount of cases and time from open to resolved

[Ruben]

Hi,

We want to start reporting not only amount of cases we get, but also how long it takes from the case opens to the case is resolved.

We prefer to get an average call time if possible. How would we go about and get this?

[Berto2002]

It's quite a big question but involves this at the high level:

• Ensure you have "start response", "start timer" and "mark response" nodes in your workflows; and that they all go through resolution and closure to end
• Ensure you have at least one global Service Level configured and linked to the Service portfolio configuration for each service
• Then either
  • get into the Reporting engine and work on a report that brings back the Breach and Response Time and Resolve Time which is available when you select Report Using An Entity and select Requests OR
  • you can look at the Widgets and Dashboards to give you data online

See what you can find in the documentation along these lines.

I am not sure about averaging; I don't think that is possible in the Reporting Engine. It may be possible in Dashboards. I think you would need to use a data aggregator like Power BI to do that.

[Elvis Dervishi]

Hi @Ruben
Thanks for posting this.
As @Berto2002 suggested there are options to get reporting about requests average response time, requests average response time by source, average request resolution time by service level  and those reports returns average time for only requests that have had service levels configured.
For more details about service levels: https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/service-level-agreements/service-levels
And there is another report for returning requests average fix time that is calculated by some conditions you put in workflow.
For more details about first fix time: https://docs.hornbill.com/servicemanager-config/customize/workflows/first-time-fix

An example of service manager report which you may explore more types of reports with role " Service Manager In-App Reporting" in https://live.hornbill.com/{yourinstance}/servicemanager/reports/recentreports/:

But at this moment there is no option in service manager app to get an average time for all requests for how long it takes from the case opens to the case is resolved.
I'll mention to the relevant people this type of report you are asking to be considered in future enhancements.

Kind Regards,

Elvis