We're looking for a possibility to display average individual reply time.
That means the average time between the ticket is set to open and resolved.
Requester wait time metric is a combination of all replies in a lifetime of a ticket - but we're looking into seeing the time for each individual touch. I hope it makes sense.
At this point, it is clear that we have to use custom calculation - I would really appreciate If you could help me to figure the formula out or direct me towards a resource that may help.