I'm looking to create a metric that show me the percentage of open tickets where there has been no communication from us to the customer for the last x days. I want to put a target on this for my Support team.
First I want to get to the date value of the last comment, filtered by agent role and public = True.
Then I want to count the number of tickets in 'Open' status, where the above date is greater than 10 days ago.
Lastly, I want to work out what that number is as a percentage of all tickets in open 'status'.
I'm really struggling with the MAQL to do this. I'm thinking it will need to be multiple metrics but I've been round in circles many times. Any ideas?
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