Question
I want to report on how long a ticket sits in a specific ticket status within a group of agents. Can I report on the duration of a ticket status or other ticket field within a specific group or department using business hours?
Answer
No, there is not a pre-built metric for this type of calculation. Any time duration calculations for ticket fields in customized metrics are limited to calendar hours only. If you need to calculate business hours, use the default duration metrics for business hours instead that are available within the Support - Updates history dataset.
See below for examples of the default metrics on ticket duration in business hours:
- First resolution time - Business hours (hrs)
- Full resolution time - Business hours (hrs)
- Requester wait time - Business hours (hrs)
For more information, see these articles: