How to Calculate Average for a Counted Result

[pauls_]

Hi Everyone,

I am trying to create a report to answer a question about productivity, however I can't seem to find a way to calculate the answer.  I'm hoping that someone has run across this issue before.  We are currently using Madrid.

Objective: Create a report that shows the average total number of incidents resolved per day over a rolling 30 day period for a specific manager's team.  In addition to that, also show the amount of incidents resolved by a specific team member.  Since team members can work in multiple queues, show the results for each queue as well.

I started with a time series line graph report.

Conditions:

Resolved on last 30 days AND

Assigned To.Manager is manager name

Group By: Assignment Group

Trend by: Resolved per Date

That part worked well, however when I change the aggregation to Average, the option to calculate off of the Resolved field is not listed. I can add the individual performance easily enough with an additional data set, but the team average calculation is the hold up.  I'm also not opposed to representing the data in two reports side by side on a dashboard if needed.

I have tried doing this in an automated indicator and while I do have the option to perform an average using the Resolved field, the data comes back as 0 after running the job.  I also have two breakdowns included, for technician and assignment group.

Anyone have any ideas on how to best represent the data?

[Slawek_Radziewi]

You just create automated indicator and count number of resolved incidents daily. 

After that you add widget on dashboard where you define how to show data and there you set in Time Series i.e. by Month AVG

[pauls_]

Hi Slawek,

Thank you for your suggestion.  Unfortunately, that doesn't work because it only gives the average of all resolved incidents by month for the whole team.  What I'm looking to do is create a daily report (or indicator) that looks at the data like this:

On Monday 9/16 the team resolved 125 total incidents.  There were 17 agents working that day, bringing the average number of resolved tickets per agent to ~7.  Agent Bob Jones only resolved 3 that day, so he's under the average, whereas Agent Jen Smith resolved 8 that day.

On Tuesday 9/17 the team resolved 105 total incidents.  There were only 14 agents working that day, for a total of ~8 resolved tickets per agent.  Bob Jones resolved 10 that day and Jen Smith resolved 0.

If there was a way to go oven further and display the daily totals by assignment group as well that would be fantastic.