I am trying to understand how to calculate specific metrics after a group change event. Here is an example of a calculated metric I created for calculating the resolution time after the group change.
IF ([Changes - Field name]="group_id")
AND ([Changes - New value]="360002495913")
THEN VALUE(Field changes time (min))/60
I am most specifically looking for calculating First Reply, Handle Time, and Resolution after the group change so we can calculate how much time our specific team is spending on tickets, versus the time spent on the life of the ticket.
Any suggestions are appreciated, thank you!
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