We've got a question about the reports we are using within Insights. We want to show the Average First Reply time. This is not a problem, because we've created a metric for this (with the help of the Zendesk support documents).
But we would like to show the average First Reply time where we don't want to count 10% of the tickets which are having the largest first Reply time. As an example:
We have the following tickets:
Ticketnumber | First Reply time
01 | 10 hours
02 | 0,5 hour
03 | 1 hour
04 | 0,6 hour
05 | 1,2 hour
06 | 0,3 hour
07 | 0,1 hour
08 | 0,11 hour
09 | 0,8 hour
10 | 1,6 hour
In this case we want to see the average First Reply time where we don't want to count number 01 (10 hours). This value affects the average and we would like to give them a realistic view, compared with the total average.
Do you have any idea in which way we could accomplish this report within GoodData?
We thought mabye the article below can help us in the right direction, but we can't figure this out:
Thanks in advance!
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