Michael Eddleman

Hello, 

I would like to create a report that breaks down the backlog of tickets by the age of the ticket.  

Example:

1. Tickets are 3 days or less old
2. Tickets are 4 -10 days old
3. Tickets are 11 - 30 days old
4. Tickets are are greater than 30 days old

What I am wanting to do is monitor the backlog based on the above time frames to see what % of tickets are backlogged based on our monthly ticket volume. This will be done on agent level as well as a group.  

I am not sure how to do this in the Calculations.  I am very new to reporting. 

Thank you

Agreed +1