I am trying to create a custom metric to track the duration of a custom field.
We have a custom field called 'Product Support Assignee' where we update the name of the individual handling the ticket. I need to find the duration for which a ticket was with one particular individual.
Custom Metric :
SELECT AVG ( [Text Field] Duration in minutes [Sum]) / 60 WHERE Text Field = Product Support Assignee AND Ticket Status NOT IN (Solved, Closed, Deleted)
I have already looked at the below article and could not get through the report.
Appreciate any help.