Last assignment to resolution time in Business Hour
We have a group of agents where their full resolution time is measured from the last assignment timestamp to the ticket solve timestamp. I am struggling with how to apply business hours versus calendar hours to the calculation. Does anyone have any ideas on how I can edit this calculation to account for business hours vs. calendar hours?
DATE_DIFF([Ticket solved - Timestamp],[Ticket assigned - Timestamp], "nb_of_hours")
-
Pam
Unfortunately, I do not believe that is possible.
Zendesk tracks business hours metrics at ticket level, not at the assignee level. So it is not possible to drill to that level of detail.
Please sign in to leave a comment.
1 Comments