Excluding weekends from aging calculation/metric
We are trying to create an attribute which calculates the aging of a ticket.
IF (VALUE(Tickets) <= 60*24)
THEN "1 day"
ELIF (VALUE(Tickets)>60*24 AND VALUE(Tickets) <= 60*24*2)
THEN "2 days"
ELIF (VALUE(Tickets)>60*24*2 AND VALUE(Tickets)<= 60*24*3)
THEN "3 days"
ELIF (VALUE(Tickets)>60*24*3 AND VALUE(Tickets)<= 60*24*4)
THEN "4 days"
ELIF (VALUE(Tickets) > 60*24*4)
THEN ">4 days"
but here we want to exclude the weekends and that should not be calculated in aging days.
We have created the custom attribute (transferred date) and we are trying to achieve agent work time, when a ticket was transferred to another group/agent how much the current group/agent's exact work time on the same ticket.
I find these types of custom attribute formulas can be a pain. Typically I would export this data to a spreadsheet where you have access to many more formulas - in this case you can use =networkdays(start_date,end_date) to calculate number of weekdays. You could even optionally add Holidays to your formula to exclude those.
Try setting up scheduled imports of ZD tickets to Google Sheets using a tool like Coefficient: https://coefficient.io/google-sheets-templates/zendesk-tickets-dashboard
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