How to measure complexity?

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  • Nicole - Community Manager
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    Hey Andy - 

    We're having a panel of Explore experts answer questions in an AMA-style conversation tomorrow. I'm going to move your post over there so it can be included in the ones they look at. :) 

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  • Chris Stock
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    Hi Andy, this is a difficult one to measure using data only (there's an element of subjectivity to it), but alongside Full Resolution Time and Ticket Age, you could also factor in the number of assignees the ticket has had, and possibly also the number of ticket comments. I think you'd need something like agent ratings, or ticket sampling to get a complexity measure that's meaningful to your context.

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