Is there any way to calculate the waiting time (Agent/requester waiting time) within the comments of a ticket? and compare with other tickets?
for example one ticket can have multiple comments from the agent or requester, I want to show the waiting time for every single comment. Imagine the X axis is the number of comments and the Y is waiting time. and the line chart shows what's the waiting time for the first, second, third etc. comments for one ticket. And each line represents a single ticket.
The reason to create this, is that i want to see whether the number of communications will influence the waiting time in tickets or not. both for agent and requester. of course in separate charts. and if the long communications will cause an agent or the requester lose their motivation or willingness to reply the ticket as fast the beginning of the communication?
I cannot make it work and I suppose the existing report items are only providing ONE value (avg, mdn, etc) for one ticket and they cannot calculate the values like waiting time for every single comment, is that right or it's still possible?
Any solution either on Insight or Explore is appreciated.