Explore recipe: Average ticket resolution time in hours instead of minutes without pending or on-hold time

1 Comments

  • Dave Dyson
    Zendesk Community Team

    Hi Zach – I don't think you need the "/1" at the end of your VALUE calculations, this should work:

    VALUE(Full resolution time (min))/60
    -VALUE(Agent wait time (min))/60
    -VALUE(On-hold time (min))/60

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