Create a report on time to start work for HRSD cases

[alexandra-bow]

I'm looking to create a report that shows groupings of the amount of time it takes agents to move a case from "Ready" to "Work in progress". Ex. Same day, 2-3 days, 4-5 days, >1 week. If there's a way to drill down into the same day ones like X hours that would be fabulous. 

I've tried using "Actual start" but the data is showing how long ago work was started, not the time to first response. 

[Paul Curwen]

You will need to create a new Metric. Unfortunately the only OOTB HR related metric is 'Assignment Group Duration for HR Case' which measures how long a HR Case has been with each Assignment Group.