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Report on the time between first assigned and first reply time
已于 2024年7月04日 发布
Hi - maybe an obvious question, but how can I report on the avg time between tickets first being assigned to receiving their first reply?
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已于 2024年7月04日 发布
Hi - maybe an obvious question, but how can I report on the avg time between tickets first being assigned to receiving their first reply?
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chriswright
Hello, Sam Davidson Tolley Official Site
To report on the average time between ticket assignment and first reply:
Identify Data: Ensure you have ticket assignment time and first reply time fields.
Extract Data: Export ticket ID, assignment time, and first reply time.
Calculate Time Difference: Use a spreadsheet or database query to find the difference between the first reply time and assignment time.
Calculate Average: Compute the average of these time differences.
In Excel:
Prepare Data: Have columns for Ticket ID, Assignment Time, and First Reply Time.
Calculate Difference: Use a formula to subtract assignment time from the first reply time.
Compute Average: Use the AVERAGE function on the differences.
In Reporting Tools:
Create Report: Use built-in features to create a custom report.
Calculate Metric: Use functions to calculate the time difference and display the average.
I hope this information will be helpful for you
Best Regards
Chris Wright
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