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Wait time in Open status

  • July 20, 2022
  • 1 reply
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Laura30

Hi!

I need help with a custom report that I'm building in Explore. I want to calculate the average time tickets are in Open status. 

This is the formula I created, but it's pulling the wrong numbers. VALUE(Requester wait time (min))-VALUE(On-hold time (min))-VALUE(First reply time (min))/60

Any idea what I'm doing wrong here? Thank you! 

    1 reply

    E
    • Eugene13
    • July 20, 2022

    @laura30, you are probably missing one set of parentheses. I guess you want to return the results in hours that's why you need to divide the whole expression by 60 not only the last metric. Like this:

    (VALUE(Requester wait time (min))-VALUE(On-hold time (min))-VALUE(First reply time (min)))/60
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