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MTTx (Mean Time To x) data represents the time duration between different stages in a case’s process. For example, it shows the minimum time it took to change a case’s status from open to in progress or the case status SLA.
Important to KnowTime From Case Open to Status:
  • If a case starts in OPEN, moves through other active statuses, and later returns to a status it was in before, the timer for that status starts over. Because of this, the total time shown in the widget may increase each time the case re-enters the same status.
  • Cases that are opened directly in an active status (for example, IN PROGRESS) are not counted in this widget. Only cases that begin in the OPEN status are included.

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Overview

  • When using the MTTx Reporting case table as the widget source, users can select the time from the Status to Status column under ‘Field Function’ option.
  • This field measures the duration between two selected case statuses in the format hh:mm:ss.
  • This allows users to specify the “From” and “To” statuses, enabling precise tracking of transitions between specific stages in the case lifecycle.

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Use Case Example

  • This bar chart shows the sum of the time taken for cases to transition from OPEN to IN PROGRESS, based on data from the MTTx Reporting case table. It aggregates the total duration cases remained in the OPEN status before moving to IN PROGRESS, resulting in 36 seconds and 342 milliseconds, helping users track and analyze the process efficiency.

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Case Workflows

This data represent all the cases created using Case Actions in an automated workflow.