SLA Report Grouped & Only Elapsed Days

[bobby24]

I am trying to build out an SLA report for a specific task table where I get the average business duration time for records on said table, and grouped by assigned to. In the most simplistic form, I want to show each 'Assigned To' user for the records as the rows. I only really want a single column that will show the aggregation average for the business elapsed time of all records per user within the given time filter. 

Using a pivot table, I can set the row to assigned to, column to SLA (I'm specifying the SLA), aggregation to average, and aggregated field to Business elapsed time. 

I believe this works. However, I would like to only show the average column and not the SLA column, or vice versa. Otherwise they show the same amount and I would like to avoid redundancy. I would also like to only show the number of days or maybe days and hours in a decimal, not days, hours, and minutes. Are these tasks possible? If I can get it down to only a single average column and can't get rid of the days/hours/minutes, I could live with that.

Current:

	SLA
Assigned to	ERT	Average
Bob	5 Days 7 Hours 7 Minutes	5 Days 7 Hours 7 Minutes
Susan	9 Days 12 hours 48 Minutes	9 Days 12 hours 48 Minutes
Average	9 Days 10 Hours 28 Minutes	9 Days 10 Hours 28 Minutes

Hopeful:

	SLA
Assigned to	ERT
Bob	5.29
Susan	9.5
Average	9.42

[atlawson]

Hi Bobby,

I would use Performance Analytics to solve this.

You can collect the case count volumes and the sum of elapsed time as separate automated indicators and have 'assigned to' as a breakdown for both.  You could use a formula indicator to get to the average (while getting control of the how that is displayed, e.g. decimal)

You would need to make sure the 'assigned to' is a breakdown for both of your automated indicators if you want to apply it to your formula indicator.

Thanks

Andy