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Enterprise Edition Durations track elapsed time between case events. You can use them to measure intervals such as time to triage, time to assign, or time to resolution. Case duration Durations help you understand how cases move through your process. They are useful when you want operational reporting or workflow triggers based on how long a case has been in a given state.
  • See Case management for an overview of case features.
  • See Cases to read case metrics from workflows.