Where the time goes

1. Open Insights, then Flow.
2. The tiles show "Median time in progress", "Finished per week", "Reopen rate" and "Passed back and forth", each with the change from the period before. "Median time to resolve" is on Overview.
3. "Finished per week" is the requests finished in the period, divided by the length of the period in weeks.
4. Flow counts time by status. Overview counts who held each request, so a share here can differ from the waiting split there.
5. "Time in each status" and "Every status in detail" show the "Average", the "Median" and "Slowest 15% took at least" for each status.
6. "Average stay in each status, by week" shows whether waits are getting longer or shorter.
7. Further down, "Handoffs" shows requests that pass between people again and again. See "Handoffs between teams, and requests that come back".
8. "Checklist steps", at the bottom, shows which steps were still open when requests were done, and which take longest.
9. Choose Share, then "Download CSV" or "Download Excel (.xlsx)", to save the numbers with their period and scope.

What you should see

You can compare status durations and include the selected spaces and dates in downloads.

If something is not right

A duration seems too long. Check whether time is counted around the clock or in business hours, and inspect repeated visits to the status.