View active duration, on-hold duration of an SLA KPI
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | 
Aug 1, 2022 |
Oct 1, 2022 |
Business value
Service-level agreements (SLAs) help businesses define the level of service or support that they agree to offer to a customer. The enhancements in SLA KPIs will enable supervisors and customer service agents to understand the amount of business hours spent to meet an SLA KPI.
Feature details
- SLA KPIs now have active duration and on-hold duration attributes.
- Active duration will show the business hours taken by the SLA KPI to reach its terminal state of success or failure from its start time.
- On-hold duration will show the business hours for which the SLA KPI's timer was put on hold.
See also
View active duration and elapsed time for SLA KPI Instances (docs)