How to create these 2 Indicators for Performance Analytics? Average time and Average age

AbdurRahmanSnow
Tera Guru

3 weeks ago

Good morning.!
I have requirement to create 2 indicators for Performance Analytics? We already have average time to resolution in our Dashboard/Report. We also want the below.

Requirement:
- Average time tickets stay unassigned as they enter my group. (before someone assigns to someone)
- Average age of open ticket ("how long has this ticket stayed open for?") i.e. days / hours / months

 

Please help.
@Ankur Bawiskar @Dr Atul G- LNG @Viraj Hudlikar 

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AndersBGS
Tera Patron

3 weeks ago

Hi @AbdurRahmanSnow ,

 

1st requirement: - Average time tickets stay unassigned as they enter my group. (before someone assigns to someone). Here you need the count and the sum of time a ticket stays unassigned.

 

2nd requirement: 

- Average age of open ticket ("how long has this ticket stayed open for?") i.e. days / hours / months. Here you need again the sum of open and the count of tickets. 

 

Based on the two above, you can create 2 different formula indicators to do the calculation.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

Dr Atul G- LNG
Tera Patron
In response to AndersBGS

3 weeks ago

Hi @AbdurRahmanSnow 

 

Follow @AndersBGS inputs.

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