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Basic reporting - avg response and resolution

  • March 9, 2023
  • 2 replies
  • 0 views
Shauni

Hello 

I want to be able to report on the average response and resolution times within a time period for one user group. Is that possible? 

Thanks

    2 replies

    Audrey14
    • Audrey14
    • March 13, 2023

    Hi @shauni welcome to our Community!

    This is possible in Explore - you can create a custom query, use the Requester wait time and full resolution time metrics and use the Ticket group (which you can filter if you only want to show specific groups) attribute and a Time attribute depending on your need. Please see a sample screenshot from my test account below :) 

    Shauni
    • Shauni
    • Author
    • March 13, 2023

    Thanks Audrey! 

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