Insights Reporting: Average Time in a Group


  • Amy Dee
    Comment actions Permalink

    Hi Jon! For something like this, I recommend our duration of a text field recipe. That recipe article introduces the [Text Field] Duration in minutes fact, which you can use to find how long a field (like the ticket group) had a certain value before the value changed. 

    Since it's based on field changes, that recipe can find the duration for every value except the current one. Fortunately, that seems like it fits well with your escalation workflow. It should be a solid starting point.

    I hope this helps! Happy reporting!


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