To effectively track case metrics, which formula would yield the most accurate resolution time?

The most accurate resolution time for tracking case metrics is derived from the time between a custom Case Accepted Date/Time field and the Case Closed field. This formula offers a precise measurement of the duration an active case was managed by the support team after it was acknowledged, which is critical for understanding the actual time taken to resolve a case.

Using the custom Case Accepted Date/Time serves to clearly define when the case transitions into an active status, meaning that any time before this acknowledged point may not accurately reflect the support team's efforts. The Case Closed field then marks when the case has been fully resolved. Therefore, this method effectively accounts for the actual working time on the case, omitting time that may not directly correlate to resolution efforts.

In contrast, measuring the time between case creation and closure includes periods when the case might not have been actively worked on, which could skew the results significantly.

Tracking the active time spent by an agent on cases provides valuable insights into efficiency but may overlook the total elapsed time which includes necessary delays such as waiting for customer responses. Similarly, measuring total time spent in each case status focuses on the various stages of a case but does not provide a clear indicator of resolution time, since this could include stages that do not contribute directly to