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Time Spent in Tier Metric

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Francis Agostini

Publication le 23 mai 2024

I am trying to get how much time a ticket spent in each tier but it doesn't seem possible. I know we can get SLA metrics but knowing how long a ticket was in each tier would be really useful.

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    Maude

    Hi Francis,
     
    I believe that by "each tier", you are referring to groups.
    In that case, you can calculate how long a ticket has been with different groups by creating a report in Explore.
    The section "Calculating how long tickets sit with multiple support groups" from the article Explore recipe: Reporting on the duration of fields will explain you how to achieve that.
     
    Hope that helps! :)

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