Report on Average Response time and Resolution time

[nanisonline]

Hi Folks,

I would like to know how to create a Weekly trend report on Average Response time and for past 12 weeks and similar trend report on Average resolution time.

Please guide me in this case, and appreciate your help

Thanks in Advance,

Regards,

Naveen Beswa

[Marcello Correa]

Hi Naveen,

When you mention response time and resolution time in your question, it instantly came to my mind the SLA table. So assuming you have your SLA definitions up and running, the report/dashboard should use it (task_sla).

That table has a column called "target" that will give you either resolution or response. You probably will be looking at the SLAs that are complete. You also have to limit your query to only list the task type you are interested in (eg. incidents, problems, catalog tasks, etc.). Finally, you can calculate your average using either the duration field or the business_duration field depending on your requirements.

You can use the logic above to create reports or PA indicators.

[Uncle Rob]

SLAs are only reliable in that fashion *IF* they're for response and resolution specifically.

[FareezaThasneem]

Thankyou @Marcello Correa ,it's helpful

[Uncle Rob]

Problem 1 - How does your organization currently define Response?
I've seen probably a dozen definitions in the field, and it would be risky for us to suggest something before we know how you already calculate it.

Problem 2 - Average Resolution Time
There are already indicators that track this.  Are they not meeting your requirement?  If so, how are they different from what you expect?