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Business Hours Age field values explained

Data pubblicazione: Oct 13, 2022
Descrizione

You can use the 'Business Hours Age' field to determine case age, once you understand how it is calculated.


Note: You must first Enable the Case Duration/Age in Business Hours feature before the 'Business Hours Age' field will be available. Environments for which the default Business Hours are set to 24/7 will not be able to use the Business Hours Age field in Reports.
 

This is a special field that can only be added once the "Enable Case Duration/Age in Business Hours" feature is requested, this field cannot be used as a filter or bucket field. 
Risoluzione

How "Business Hours Age" is calculated

(number of business hours case has been open) / 24 hours in a day = number of days case has been open

 

For example:

Case opened:                  7/14/2016 at 2:00 pm 
Case closed:                   8/4/2016 at 2:00 pm 
Case business hours:     Monday - Friday 8am-5pm (9 hours per day) 
Total Business Hours:     126 (14 business days * 9 hours per business day)
Total Business Days:       5.25 (126 hours/24 hours a day) <<<<<<BUSINESS HOURS AGE

 

See also:

Guidelines for Setting Business Hours

Numero articolo Knowledge

000382808

 
Caricamento
Salesforce Help | Article