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Getting the average resolution time from a custom attribute

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image avatar

Joanna Kime

投稿日時：2021年11月17日

I have a requirement where I need to create a report that will show me the average time to resolve 90% of incident tickets after a checkbox has been checked. 

The event timeline would read = ticket is created > ticket is marked as incident > checkbox is checked > ticket is resolved. 

I have already created an attribute that is able to calculate the resolution time between the checkbox being checked and the ticket being resolved. However, I am unsure how to progress to get an average resolution time from this attribute. 

Any help would be greatly appreciated!

Attribute code to get the checkbox timestamp

IF ([Changes - Field name]="Root Cause Analysis ")
AND
(([Changes - Previous value]="0") OR
([Changes - Previous value]=NULL))
AND
([Changes - New value]="1")
THEN
[Update - Timestamp]
ENDIF

Attribute code to get the resolution time in days

ROUND(DATE_DIFF([Ticket solved - Timestamp],[Root Cause Analysis Time],"nb_of_days"))

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1件のコメント

日付
    image avatar

    Gab Guinto

    Zendesk Customer Care

    Hi Joanna,
     
    Looks like you were able to build the custom metric needed to calculate the time from when the checkbox is selected until resolution. This should already give you the date_diff between the two timestamps for each ticket. If you are looking to report on the average value across all tickets, then you just need to use the aggregator Average (AVG) with this metric. Note that if you slice your data by Ticket ID, you'll just get the individual values for each ticket; the query should not have the attribute Ticket ID under Rows/Columns for the report to display actual AVG values. 

    -1

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