I'm trying to create a metric that calculates the 80% first response time non-urgent tickets (business hours).
From what I understand the calculation should be AVG + (STD_DEV / 0.86). So this is how it looks my formula:
AVG(Tiempo de primera respuesta - Horas trabajo (min)) +
(STD_DEV(Tiempo de primera respuesta - Horas trabajo (min)) / 0.86)
But the outcome is far from the true result.
If we have the following data: AVG 50, STD_DEV 9, the outcome should be 60.46.
But when we use the above formula the outcome shows 136.
What am I missing? Or maybe the formula got any wrong syntax?
Thank you for your help and best regards.
Please sign in to leave a comment.