Hello - I am looking to build a report that can give me the following metrics. Report on how many tickets are solved within X number of days. Ideally I would like to see percentages of tickets solved in 1, 2, 3, 4, 5, 6, 7 days. I would also like to see this by agent. I would also like to compare weeks to see if there is improvement over time. Is this possible?
How many tickets are being solved within set number of days
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Hi Kristen,
Yes, it’s definitely possible to build a report with those metrics! Most reporting tools allow you to track ticket resolution times and segment data by days to resolution. Here’s how you can approach it:
Filter Tickets by Resolution Time: Use a calculated metric or filter to categorize tickets based on whether they were solved within 1 day, 2 days, and so on.
Calculate Percentages: Group tickets by these time buckets and calculate the percentage of total tickets solved within each timeframe.
Agent Breakdown: Add a dimension to break down the report by agent, so you can see individual performance.
Compare Over Time: Use a time filter or a date dimension (such as week number) to compare these metrics week-over-week for trend analysis.
If your reporting tool supports custom metrics or formulas, you can create these time buckets using conditional statements. Alternatively, some platforms have built-in SLA or resolution time reports where you can apply these filters and groupings.
If you share which reporting system you’re using, I can provide more specific steps or templates!
Hope this helps!