Carlos Navarro

Hi, Martin. We do have a metric called Requester wait time (min), which measures the number of minutes a ticket spends in the New, Open, and On-hold statuses, which is generally when you're customers are waiting for a reply from agents. After you add it to your query, you can click on the metric and select AVG as the aggregator of this metric to get the average and click Apply (see Changing the metric aggregator).

If you're trying to measure how much time agents actually spend working on tickets and composing replies, the Time Tracking app metrics would probably be more suitable. Have you checked those out?

Thanks.