Cant help with this one, but wondering if you would know if there is a syntax to create a metric which will account for shift pattern

Better still, when that shift patter changes weekly

e.g. agent A Mon-Fri working 5am-10am

Agent A the next week works 11am-4pm

Agent A the third week works again 5am-10am

thanks

I am pretty sure this is not possible due to the constraint that you cannot "date_diff" two custom timestamps. I can't see any way you could calculate this with a lunch break without using two custom timestamps to represent like, before lunch and after.

I solved the format issue! But now I am facing another issue of computation with this error: fail to calculate AVG(Resolution in business hours) because the following values can't be evaluated {1}

Here is the code:

IF (DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")=0) AND ([Ticket created - Hour]<ARRAY("12:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN  VALUE(Full resolution time - Business hours (hrs))-1
ELSE IF (DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")=0) AND ([Ticket created - Hour]<ARRAY("13:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN  VALUE(Full resolution time - Business hours (hrs))-(ARRAY("13:30")-[Ticket created - Hour])
ELSE IF (DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")>=1) AND ([Ticket created - Hour]<ARRAY("12:30")) AND ([Ticket solved - Hour]>ARRAY("12:30")) THEN  VALUE(Full resolution time - Business hours (hrs))-(DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days"))
ELSE IF (DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")>=1) AND ([Ticket created - Hour]<ARRAY("12:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN  VALUE(Full resolution time - Business hours (hrs))-(1+DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days"))
ELSE IF ( DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days")>=1) AND ([Ticket created - Hour]>ARRAY("13:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN    VALUE(Full resolution time - Business hours (hrs))-(DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days"))
ELSE IF (DATE_ADD([Ticket created - Date],"day",1)<[Ticket solved - Date]) AND ([Ticket created - Hour]>ARRAY("12:30")) AND ([Ticket solved - Hour]>ARRAY("13:30")) THEN VALUE(Full resolution time - Business hours (hrs))-(1+DATE_DIFF([Ticket created - Date],[Ticket solved - Date],"nb_of_days"))
ELSE VALUE(Full resolution time - Business hours (hrs)) ENDIF ENDIF ENDIF ENDIF ENDIF ENDIF