I am trying to get how much time a ticket spent in each tier but it doesn't seem possible. I know we can get SLA metrics but knowing how long a ticket was in each tier would be really useful.
Time Spent in Tier Metric
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
I believe that by "each tier", you are referring to groups.
In that case, you can calculate how long a ticket has been with different groups by creating a report in Explore.
The section "Calculating how long tickets sit with multiple support groups" from the article Explore recipe: Reporting on the duration of fields will explain you how to achieve that.
Hope that helps! :)