Vicasso offers a separate Metrics Extension package for Case Flags which helps calculate the business hours elapsed (in general) over the life of a case from Date/Time Opened to Date/Time Closed. This can be used to help service managers get a better understanding of how long an average case lives in terms of business hours.

Click one of the links below to install the extension package:

Sandbox | Production

With the extension package, we've included three specific fields to help calculate the elapsed Business Hours.

• ​Business Hours Elapsed (Current): The amount of business hours that have lapsed on the current day, or zero if the Case is closed.
• Business Hours Elapsed (Previous): The amount of business hours that have lapsed prior to the current day, or if the Case is closed, to the closed date.
• Business Hours Elapsed (Total): The total amount of business hours from when the Case was opened until it was closed or until now.

Note: The Case Flags Metrics Extension package will update all open cases (which have been enabled for Case Flags) each day at the close of Business Hours to help calculate the value for "Business Hours Elapsed (Previous)", except if the Business Hours change, or Status of the case changes between "Open" and "Closed". As a result, the Last Modified Date will be updated for these cases each day when the batch job runs at the end of business hours. This is separate from the "Previous Business Hours" field included in the main package, which only includes the batch job for currently flagged cases, as opposed to all open cases.

For additional consideration, please review the following Knowledge Article.

If you're looking for the Reports Extension package, please review this Knowledge Article.