Calculating Case Initial Response Time using Saved Search

Following Saved Search calculates number of hours (as a decimal number) between Case creation date/time (based on Created Date field) and the first response of these types: outgoing Message or any Activity type (Phone Call, Task or Event).

To create the Saved Search, follow these steps:

1. Navigate to Reports > Saved Searches > All Saved Searches > New.

2. On the next screen select Case.

3. Provide a Search Title.

4. In Critertia subtab add filters as necessary.

5. In Results subtab click Remove All button add these columns:

- Number | Summary Type: Group
- Company | Summary Type: Group
- Formula (Numeric) | Summary Type: Minimum | Formula:

to_number((CASE WHEN min({activity.createddate}) is null THEN min(CASE WHEN {messages.isincoming}='F' THEN {messages.messagedate} ELSE NULL END) ELSE (CASE WHEN min(CASE WHEN {messages.isincoming}='F' THEN {messages.messagedate} ELSE NULL END) is null THEN min({activity.createddate}) ELSE (CASE WHEN min({activity.createddate}) < min(CASE WHEN {messages.isincoming}='F' THEN {messages.messagedate} ELSE NULL END) THEN min({activity.createddate}) ELSE min(CASE WHEN {messages.isincoming}='F' THEN {messages.messagedate} ELSE NULL END) END) END) END)-min({createddate}))*24

5. Click Save & Run.