---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Estimated time to resolve a case

# Estimated time to resolve a case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Machine learning in Customer Service Management helps with case resolution by predicting
the estimated time to resolve a case.

Machine learning predicts the estimated time to resolve a case (ETTR)
based on attributes of a case such as
its
short description, category, priority, and assignment group. For more
information about configuring the machine learning regression definition for ETTR, see [Configure the default estimated time to resolve a case regression definition](https://servicenow-prod.fluidtopics.net/t7xL5DPez7XYkOWyn3mT_A "The Estimated Time to Resolve a Case regression definition is available by default. You can modify the default values of case fields, the case timeline, and the training frequency.").

## Activation {#ettr__section_kcq_w4p_nnb}

This feature is available with activation of the Predictive Intelligence for Customer
Service Management plugin (com.sn_csm_ml). For more information, see [Install Predictive Intelligence](https://www.servicenow.com/docs/access?context=install-predictive-intelligence&version=xanadu&pubname=xanadu-intelligent-experiences&ft:locale=en-US).

Agents must activate the Time to resolve ribbon component, which
displays the ETTR, to view it in the CSM Agent Workspace or in the CSM Configurable Workspace.
For more information, see [Display the Time to resolve ribbon component](https://servicenow-prod.fluidtopics.net/b8xWCiBiJQN~Ug7luUdldg "Activate the ETTR Experience Card so that you can display the Time to resolve ribbon component in your CSM workspaces.") and [Estimated time to resolve](https://servicenow-prod.fluidtopics.net/jztnLSQfA9fLyYVHlPGbTw "The form ribbon provides includes components that display relevant information about a case and provide agents with a quick overview of the case details. These components can include a contact or consumer summary, a timeline, and SLA details.").