Metrics and field value duration
Quick answer
Measure how long records spend in each state without writing custom tables.
Key takeaways
- Metrics record duration per field value automatically
- Metric instances are the source for state duration reporting
- Reassignment counts reveal routing problems
- Report through a view joining metrics to the task
What metrics do
A metric definition records how long a field held a value, or how long a record was assigned to a person or group. Metric instances are created automatically and are the honest source for state duration reporting.
Types
Field value duration tracks time in each value of a field, for example each incident state. Script based metrics let you record custom durations. Both write metric instance records tied to the task.
Using the data
Metric instances answer questions SLAs cannot.
- Time in Awaiting customer versus time in progress, per group
- Number of reassignments before resolution, a strong quality signal
- Average time in each state by category, which shows where a process stalls
- Join to task through a database view for reporting
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Check your understanding
What does a field value duration metric record?
- A. The number of updates
- B. How long a field held each value
- C. Who updated the record
- D. SLA breaches
Show answer
B. How long a field held each value
It measures time spent in each value.
Which insight comes from reassignment counts?
- A. Storage growth
- B. Routing and skills problems
- C. Licence usage
- D. Index health
Show answer
B. Routing and skills problems
Repeated reassignment usually means work is landing in the wrong queue.