time in queue

[oana5]

Hi everyone,

I was having some problems in trying to determine the time spent assigned to a particular queue. Can someone please help me with some recommendations?

Best regards,

Oana

[sergiu_panaite]

Hello Oana,

Can you provide a bit more details?

What queues are we talking about here?

Regards,

[oana5]

Hi Sergiu,

By queue, I am   talking about the team to which was the ticket assigned.

For example, incident A, could have spent 30 minutes in queue at Team1, 4 hours in queue at Team 2, etc.... and I need the average time spent by all tickets in a queue (at a team) and the average time spent in queue by each ticket (no matter the queue - this would be the time open).

[mike_donathan]

Oana,

One way you can achieve this is by setting a field value duration metric:

This will give you the assignment group (queue), and the duration that it remained there.

[sergiu_panaite]

Just noticed that post was in Performance Analytics