Hi,
I would like this measure "Duration before first assignment" in Business Hours.
For now, i start with this formula:
DATE_DIFF(First assignment of ticket - Horodatage], [Created tickets - Horodatage], "nb_of_hours")
But I don't know how to add this value.
Hi Alexandre,
Unfortunately, it is not possible to measure the time until first assignment in business hours. At this time, these are the only metrics available in business hours:
But, you'd still be able to get the duration (in calendar hours) between ticket creation and first assignment. Just use the default First assignment time metric in your report.
I'm also trying to figure this out and still cannot find any solution to "Duration before first assignment" in Business Hours. Any suggestion other than above?
Same here, my support reps are only assigned 3 tickets at a time, so some tickets stay in queue until they are assigned to a rep and I don't want to count queue time in first reply.
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I'm afraid there isn't another solution available at the moment apart from the one my colleague mentioned. Our suggestion for now is to convert that data into calendar hours.