Average COUNT of tickets closed by each service desk agent

[Dan R]

Hi SNC,

I have a business request to create a report showing AVERAGE COUNT of TICKETS closed, broken down by Assigned to.

Thought this would be a bit simpler then it seems, so inquiring here to see if maybe I'm missing the 'easier' solution.

When I try to create a report, it allows me to choose "Count, Average, Count Distinct, etc." however what I am looking for is the AVERAGE COUNT. When I select 'Average' it requires me to select a field on which the report will aggregate on, but my aggregation is on the number of tickets closed, not on a specific field, and I'm not quite sure where to go with this.

I'm also trying to use Performance Analytics for this , but again I'm running into the same problem with the aggregate needing a specific field to average on, instead of averaging the total count of tickets, by assigned to?

I've seen several posts that attempt to provide a solution but none seem to work. Any ideas on how I can generate a bar chart or table showing, "AVERAGE COUNT OF CLOSED TICKETS, by ASSIGNED TO" (I'm using the task table).

Thanks for any help offered,

Dan R

[ChrisSteinke2]

Hi Dan. The choice of doing an Average when creating an automated Indicator refers to averaging an actual field, for example Reassignment Count on Incidents or Cost on Catalog Items. To accomplish your requirement, you need to create something similar to the formula Indicator "Average resolution time of resolved incidents".

I'm going to assume "Assigned to" on Incidents is a required field in your instance. Also what do you consider an Assigned to? Anyone in an Assignment Group? Anyone with an "itil" role? Anyone assigned to an Incident within the last 3 months? For the below example I'm going to assume it is a static number - X 

Here are some high level steps:

1) Create a new automated Indicator to the Task table, "Number of closed Tickets" using the standard count function

2) Make sure the "Assigned to" Breakdown exists on your instance and if not, create it. 

3) Add the "Assigned to" Breakdown to the "Number of closed Tickets" Indicator. You may have to map it to the Task table.

- Do a historic collection if necessary

4) Create a formula Indicator "Average number of closed Ticket per Assignee". The calculation would be :

    [[Number of closed Tickets]]/X

  Where X is the number of Assignee's. 

5) Add the "Assigned to" Breakdown to the formula Indicator

Now you should be able to create a Breakdown Widget using the formula Indicator and the Assigned to Breakdown

Let me know if it works,

Regards,

Chris

[Dan R]

Thanks Chris.

To answer your question, the "Assigned to" would simply be the person who resolved the ticket and the name that exists in the "assigned to" field. By filtering on Assignment group, I'm hoping to get a breakdown of AVERAGE closed tickets per day, for EACH member of the Service Desk assignment group, and thus anyone who has ever been added to the "Assigned to" field when the ticket was Assignment group = Service Desk. In my initial indicator I have the task table filtered on "assignment group = service desk" to filter on only tickets that were closed by the service desk.

The only confusion I have with the above listed steps is Step 4.

How would I indicate [number of closed tickets] / X , where X is each member that has ever been in the assigned to field? 

[ChrisSteinke2]

Hi Dan. There are a few different ways to create the X value. It is much easier if you are only focused on SD:

1) Create an Indicator Source and Indicator for the sys_user_grmember table which does a Count of all records where group=ServiceDesk. Each day, this will create the value to use as X based on how many members exist in the Group, which is one way but not precisely what you are asking for. 

2) Another technique I have seen clients use is focused on people who actually do work ("has ever been in the assigned to field?") rather than Group members. This is done by creating a new Indicator Source which has a filter of "Closed within 90 days" rather than "Closed on Today". Then you would create an Indicator using the Count Distinct function on Assigned to, with an Additional Filter of Assignment group=ServiceDesk. The result is the count of users who have had a closed Ticket assigned to them within the last 90 days.

Make sense? 

Regards,

Chris

[Dan R]

That makes sense, however I just want to clarify what my end goal here is as I'm not sure what you are saying may be applicable to my use case.

I'm looking for the true average of numbers of closed tickets per employee, over a period of time.

Example: If Employee A closed 28 tickets in a 14 day period of time, his average closed tickets per day would be 28 tickets divided by 14 days to get, "Employee A, on average, closes 2 tickets per day."

In this example, Employee A would be listed in the "Assigned to" field, and the time field we would look at to determine last 14 days would be the 'Closed' field.

Chris, in both of your suggestions #1 and #2, it seems your directions help to determine the number of members in the group, which will give me an average based on the number of members in the group, not the members who actually close the tickets themselves . . I need the count of tickets that a user has closed (where they are listed in the 'Assigned to' field) divided by number of days in the period (determined by 'Closed' field range).