CJ Johnson Do you think you managed to get close with any of your efforts? And would you be willing to share them?

Big plus one from me too - very interested in getting something in place and I'm surprised there isn't more interest.

My current thoughts are if it was possible to define 2 different events and get their timestamps, the DATE_DIFF function could be used.

Event 1 - when a ticket is assigned to a specific individual or group, get timestamp.
Event 2 - when a ticket is first updated (reply, changed state, reassigned) by that individual/group, get timestamp.
Calculated Metric - DATE_DIFF(Event 2, Event 1, "nb_of_hours").

I'm new to Explore so I'm not sure if that is possible...