By Holly Szkoropad, GoodData
Many users utilize the 'Task' ticket type to define due dates on tickets. Some teams or agents can even be graded on ticket task performance during each period, so it is important for agents and their managers to understand how the team is performing. This report easily answers the question, "Are my agents solving tickets by their due dates?"
This metric shows you, on average, if a group or agent solves tasks before or after their due date. From this metric, you can also see how long until agents finish tasks compared to due dates.
Creating your base metric
- Click the Reporting icon () in the agent interface, then open the Insights tab.
- Click the GoodData link in the top right corner.
- Click Reports.
- Click Create report.
- In the What panel, click the Add New Metric.
- In the Simple Metric Editor panel to the right, click the Advanced Metric Editor link.
- Select Custom metric.
- Name your metric Days Late [Avg].
- Enter in the following formula:
SELECT AVG ( SELECT Date (Ticket Solved) - Date (Ticket Due) BY Ticket Id) WHERE Ticket Status IN (Solved, Closed) AND Date (Ticket Due) <> (empty value)
Please note you cannot copy and past the formula. You must select the items below from the Elements drop-down list:
- Date (Ticket Solved), Date (Ticket Due), Ticket Id, and Ticket Status can be found in Attributes.
Solved and Closed can be found in Attribute Values > Tickets > Ticket Status. (empty value) can be found in Attribute Values > Date(Ticket Due).
Click Add when you are finished entering the formula.
Editing metric formatting
Finish your base metric by editing the metric formatting to show the days when tickets are solved.
To edit your metric formatting
- Select your Days Late [Avg] metric. The Detail panel will appear to the right.
- In the Metric Format box click Edit.
- Enter the following format in the Number format editor window.
[>0][red]#,##0 day(s) late; [<0][green]#,##0 day(s) early; [=0]on time
- Click Apply.
Your format will be applied to the Days Late [Avg] metric.
This formatting enables the report to show:
- If the solved date was after the due date, "# day(s) late" in red.
- If the solved date was before the due date, "# day(s) early" in green.
- If the dates are the same, "on time" in black.
Filtering your report
Before you can filter your report, you need to choose any attributes to apply. This report uses the Ticket Group attribute to show how each group is performing. The Ticket Group attribute can be found in the Tickets attribute folder.
After you finish choosing attributes, you can filter your report to make sure only task types are calculated. This filter is created in the List of Values filter.
Once you've added the filter, your report is all set. With the main metric finished, you can change this report to suit any of your reporting needs. For instance, you can see the average due date trend for certain agents, organizations, or anything else in your project.