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Report on the time between first assigned and first reply time

  • July 4, 2024
  • 1 reply
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Sam38

Hi - maybe an obvious question, but how can I report on the avg time between tickets first being assigned to receiving their first reply?

1 reply

C

Hello, @sam38 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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