Getting the average resolution time from a custom attribute



  • Gab Guinto
    Zendesk Customer Care
    Hi Joanna,
    Looks like you were able to build the custom metric needed to calculate the time from when the checkbox is selected until resolution. This should already give you the date_diff between the two timestamps for each ticket. If you are looking to report on the average value across all tickets, then you just need to use the aggregator Average (AVG) with this metric. Note that if you slice your data by Ticket ID, you'll just get the individual values for each ticket; the query should not have the attribute Ticket ID under Rows/Columns for the report to display actual AVG values. 

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