Explore recipe: First assignment to first resolution time

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4 Comments

  • Jason Harlowe

    Is there a calculated metric or formula to get this result in business days vs calendar days? I have tried the following:

    VALUE(First resolution time - Business hours (min))/1440

    But am not sure if that will net the result for Business Days?

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  • Chris Bulin
    Community Moderator

    Hi Jason, First resolution time - Business hours (hrs) looks like this:

    VALUE(First resolution time - Business hours (min))/60

    so if you wanted by day, then yes that calculation should work. You can view the formula for any metric that has the eye icon listed with it. Just click on the eye and it will open the formula for that metric.

    Assignment time doesn't have a Business Hours option however, so if you try combining the two in this formula I don't think you would get accurate results. 

    Hope that helps!

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  • Jason Harlowe

    That makes sense indeed, we are using created time vs assignment time, so I think we will be solid there.

    I appreciate the info on the formula and quick response Chris Bulin!

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  • Chris Bulin
    Community Moderator

    You're welcome!

    0

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