Hello!
I am currently building out a report and I am curious to know if anyone has any recommendations for me here. I am looking for a widget that calculates the Average Time until Ticket Assignment, and I am just not able to figure it out correctly. The unfortunate thing here also is that I would like it calculated in Business Hours rather than Calendar Hours.
- I build a Custom Attribute u# Time to First Assigned] - that takes the DATEDIFF_SECONDS (Assigned Date, Created Date).
- I have built a Custom Metric - that takes the AVG of (# Time to First Assigned)
While this is displaying accurately, I am beginning to think that it’s counting Calendar Hours as well, where I would only want to see Business Hours.
If there is anyone who can maybe give me a pointer or a way to do this, that would be awesome! I find it kind of silly that there isn’t already a built-in attribute for this, but alas (unless I am completely overlooking something - please let me know!)
Thank you in advance!