How can Universal Containers measure the resolution time of a case after it has been accepted by a support agent?

The best approach for measuring the resolution time of a case after it has been accepted by a support agent is to create a formula field that calculates the time between a custom Case Accepted Date/Time field and the standard Case Closed field. This method directly measures the interval from when a case is accepted for resolution to when it is marked as closed, providing a precise duration that reflects the actual time taken for the support agent to resolve the issue.

Using a custom Case Accepted Date/Time field ensures that the measurement alternates away from the initial creation of the case, reflecting the agent's interaction and efforts in resolving the case specifically. By tracking time in this manner, Universal Containers can accurately gather data that helps in evaluating the performance of support processes, leading to possible improvements or training for agents.

This approach also allows organizations to tailor their metrics based on specific needs, offering insights that are directly relevant to case resolution efficiency. The other methods, while potentially useful, do not capture the resolution time as directly and effectively as this option.