A client wishes to know long it has been since one of their users has had a case in pending w/out having to look directly at individual cases or to try to do the math by reviewing multiple "last response" columns to determine how long since the agent placed the case in a pending status.
Their end goal is to know how and when to press their end user to respond.
Currently, the system does not allow reporting on that metric.
More details can be found in my case with Support found here
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