I want to create a report that shows the 'average time within business hours' for 'first reply time' on tickets that have a drop-down field called 'ReportTracking' has a value set as 'PriceQuoteEmails"
My question is when it comes to the "How" condition.
In the "WHAT" I have [Biz Hrs] First Reply Time (min) [Avg]
In the "HOW" I have tried both Day of Year (Ticket Created) and also Day of Year (Ticket Solved)
In the "FILTER" I have 'ReportTracking' is PriceQuoteEmails"
My question is that I get a totally different result from using either 'day of year CREATED' vs 'day of year SOLVED' To test, I included both SOLVED and CREATED in my 'HOW" and with this test, the previous day shows 164 Minutes vs 57 Minutes.
Shouldn't the 'first reply time' be the same regardless of when the ticket was created or solved?
Can you clarify? Which is the one I should be using? Am I approaching this wrong?
Please sign in to leave a comment.