I've been asked to put together a report that shows any time where the time between replies (whether from the assignee or requester) is greater than 24 Biz hours and also the percentage of these tickets meeting this criteria vs total tickets in that same time period.
I have been trying to use the metrics from the SLA data set
MAX(Agent wait time - Business hours (min)) and (MAX(Requester wait time - Business hours (hrs))
but struggling on how to combine the two and get the hours to show.
Any suggestions would be great.
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