Average replies to resolve
AnsweredHow can I create a report/custom insight like the one shown in the benchmark survey: The average number of public agent comments made on tickets before they are resolved?
(Replies to resolution)
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Sorcha
You should be able to create a Headline report using # Replies [Avg] as your metric. This counts the number of public agent comments on a ticket.
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Thanks Graeme, not sure how I missed that. I think I assumed that was just generally average replies. Would I measure it via solved tickets in How?
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Sorcha
To restrict the report to solved tickets, use the filter section. You probably want to include solved and closed status in the filter.
To restrict to recent tickets, also add a date solved filter.
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