The Time to Close Report lists cases closed within a selected date range, showing how much time elapsed between when the case started and when it closed.
Each case's work time sessions can optionally be shown alongside it.
Access
To access the Time to Close Report:
-
From the Application Function Bar, select Reports > Reports Admin > Case Reports > Time to Close Report.
Report Options
The following options are available for this report:
|
Field |
Description |
|---|---|
|
View As |
Select the output type of the report: Web Page, CSV, JSON, XML, Excel, Word, or PDF. For more information, see Report Output Types. |
|
Report Title |
Enter a title that will appear at the top of the report. |
|
Time Frame |
Select the time period granularity to use for the report: Hour, Day, Week, Month, Quarter, or Year. If your company has defined a custom named time frame, it will also be available here. |
|
From Date |
Select the start of the date range to report on. Accepts a literal date, or a relative value such as Today, This Period, or This Period-N. If using a company-specific named time frame, a specific period ID can be selected instead. Cases are matched based on their Closed Date/Time falling within the From Date/Thru Date range. |
|
Thru Date |
Select the end of the date range to report on. Accepts the same values as From Date. |
|
Start Time |
Select which timestamp marks the beginning of the case, for calculating time to close: Received Date uses the case's received date/time; First Accept Action uses the date/time of the case's first Accept Transfer action. |
|
Use Calendar |
Optionally select a Calendar to restrict the Time to Close calculation to that calendar's configured business hours (standard hours, exceptions, and holidays). If no calendar is selected, Time to Close is calculated as raw wall-clock elapsed time. Click the "x" next to the field to clear a selected calendar. |
|
Show User Work Time |
Select this check box to include an expandable breakdown of individual work time sessions logged against each case. |
Report Columns
Case list (always shown):
|
Column |
Details |
|---|---|
|
Case ID |
links to the case in Workbench. |
|
Start Time |
the case's received date, or first Accept Transfer action time, per the Start Time setting. |
|
Closed Date/Time |
when the case was closed. |
|
Time to Close |
the elapsed time between Start Time and Closed Date/Time, formatted Nd HHh MMm SSs. |
Rows are shown with a warning icon and red text, with the tooltip "Start time is after the closed date/time - this case's data should be reviewed," whenever the computed Start Time falls after the Closed Date/Time.
This flags a data anomaly (for example, a missing or incorrect Accept Transfer action) rather than displaying a meaningless negative duration.
Per-case work time (shown when Show User Work Time is selected)
Each case row can be expanded to show one line per individual work session, not a summed total:
|
Field |
Details |
|---|---|
|
User |
the user who logged the session. |
|
Session |
the session's start and end time. |
|
Time Spent |
the duration of that individual session. |
When exporting to a file format (CSV, JSON, XML, Excel, Word, PDF), the exported file includes a Data Anomaly column, and — if Show User Work Time is selected — User, Session Start, Session End, and Time Spent columns per session row (left blank if the case has no logged work time).
Filters
In addition to the Report Options above, the Filters tab supports an AND/OR predicate builder (Enhanced Filtering) against Case, Address, and Issue fields, using operators such as Equal, Not Equal, Between, In, Not In, Like, Not Like, Is Null, and Is Not Null.
Filtering on any other category is not supported for this report.
The report caps results at 500 rows and a 60-second run time.
Favorites
Report options, including Filters, can be saved as a Favorite for quick reuse. Access and Permissions
Access and Permissions
Access to the Time to Close Report is controlled by the Report: Time to Close system function (w_opt_time_to_close_report).
Users without this permission will not see the report in the Reports menu and cannot call its underlying report endpoints directly.