I am looking to report on the average reply time between requester and agent if the ticket has not been solved on first touch. This is the query I have written so far:
If [Agent replies brackets] > 1
AND [Ticket status - Unsorted]="Solved" OR [Ticket status - Unsorted]="Closed"
THEN AVG(Requester wait time - Business hours (hrs))
My rationale for using Requester wait time is that I assume a ticket turns from New to Pending, Open to Pending, On-hold to Solved whenever an agent leaves a reply or public comment to the requester.
|Requester wait time - Business hours (min)||The number of minutes a ticket spends in the New, Open, or On-hold status during business hours. This number is only measured after a ticket's status is changed from New/Open/On-hold to Pending/Solved/Closed||(Requester wait time - Business hours (min))|
However, this is giving me a very large value even using both Average and Median.
Can someone please assist?
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