Total Time Spent While Ignoring the First Comment
AnsweredLooking for custom metric to to capture total time spent on ticket while ignoring the first comment left.
Currently have: SELECT SUM(IFNULL([Numeric Field] New value,0) - ifnull([Numeric Field] Old value,0))/60 WHERE Numeric Field=Total time spent (sec)
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Hi Michael,
This sort of report should be possible but would require a custom metric that is several layers deep. I'll leave this post open and get this added to our monthly Community Roundup to see if we can provide visibility to other users who may be able to jump in and help.
Cheers!
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Michael
So this is tricky. First you have to find the time difference between the ticket solved and the first agent public reply.
Then ensure we can report on this by ticket:
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