I was wondering if someone could maybe assist with this.
We're looking to extract the average needed for a particular user to reassign the ticket to someone else, since they never solve it under them.
I have a report in the ticket updates dataset created where Previously assigned time and D_count (updates) are in the metrics.
It seems to work for the most part but I have a couple of questions if you guys would know:
1. can this be done to only factor in for business hours?
2. I seem to have some null values for tickets I know spent a couple of days under the user, what could be the possible cause? (except for maybe not reassigning it to someone else from that account, which wasn't the case).
Thanks in advance!
Please sign in to leave a comment.