How to calculate average resolution time in days

mania
Tera Contributor

‎01-23-2025 04:26 AM - edited ‎01-23-2025 04:27 AM

Hi,

How to calculate average resolution time in days for incidents by using performance analytics.

mania_0-1737635116864.png

Thanks!

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Community Alums
Not applicable

‎01-23-2025 04:37 AM

Hi @mania,

following steps to acheive this requirement:

 

  • Go to Performance Analytics Configuration:

    • Navigate to Performance Analytics > Indicators > Indicators.
    • Click New to create a new indicator.

  • Define Indicator:

    • Name: Average Resolution Time for Incidents
    • Indicator Type: Set it to Time.
    • Source Table: Select Incident (incident table).
    • Field to Track: Select the Resolved Time and Created Time to calculate the resolution time for each incident. You'll need to create a calculation to find the difference between these two dates.

  • Set the Calculation: You can create a custom calculation to calculate the resolution time in days:

    • Formula: (Resolved Time - Created Time) / 86400000 (since the result of date subtraction is in milliseconds, and there are 86400000 milliseconds in a day).

    This formula will give you the number of days between when the incident was created and when it was resolved.

  • Choose a Metric Type:

    • You should use Average as the aggregation type. This will ensure that the Performance Analytics widget or report shows the average resolution time for all incidents over the chosen period.

Steps to create a report on the data:

  1. Go to Performance Analytics Reports:
    • Navigate to Reports > Performance Analytics Reports.
  2. Create a New Report:
    • Choose Time Series or Single Value chart as the report type.
    • Choose your indicator for average resolution time and configure it as needed.
    • Add any necessary breakdowns or filters.