Hi - hope someone can help, as I can't find a way of doing what I need.
My business has various groups, with tickets being passed through different groups during their life cycle. However, they all start and end in the same group.
For example - ticket comes into 1st line, goes to 2nd line for advice, maybe even 3rd line, then gets passed back to 1st Line for resolution with the Customer.
What I would like if to report on the average time tickets spend with each Group, on a monthly basis, to see if a particular group is spending more or less time, on average, with the tickets.
Can it be done?
Thanks in advance,
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