Excluding weekends from aging calculation/metric
Hi All,
1st scenario:
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"
ENDIF
but here we want to exclude the weekends and that should not be calculated in aging days.
2nd scenario:
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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