Tom Mirkin

Hi Guys, 

I'm trying to create a query that will measure my team's AVG resolution time for tickets per ticket priority, and struggling with excluding the extreme results (so it will not affect our AVG dramatically). 

I created the following metric to filter out the 'pending's from the calc:

Resolution time without pending (Biz - days)
IF (NOT INCLUDES_ANY([Ticket tags], "followup_ticket_creation", "closed_by_merge", "closed_by_trigger_blocked_email_channel"))
THEN(VALUE(Full resolution time - Business hours (hrs))-VALUE(Agent wait time - Business hours (hrs)))/24
ENDIF

Finally I got the AVG resolution time per priority, but I found it is not reflecting the reality as few extreme cases are influencing the AVG dramatically. 

Therefore, I tried to use the "Results manipulation" -> "Results metric calculation" to filter out values that are too far from the STD_DEV by creating the following metric:
ST_Dev AVG Resulution time
IF (NOT INCLUDES_ANY([Ticket tags], "followup_ticket_creation", "closed_by_merge"))
AND VALUE(Full resolution time (min)) < 3* STD_DEV(Full resolution time (min))
THEN
(VALUE(Full resolution time - Business hours (hrs))-VALUE(Agent wait time - Business hours (hrs)))/24
ENDIF

 

Unfortunately, the Results manipulation metric is not working as expected, and I couldn't find what is wrong, or what is the best way to exclude the tickets with the extreme AVG resolution time from the general AVG. 

 

Please assist me in this one, as it is a crucial report for measuring the team performance. 

 

Best Regards, 
Tom