Hello,
I used the recipe in the article below to calculate the AVG of time spent on a ticket by minutes: https://support.zendesk.com/hc/en-us/articles/360043021313-Explore-recipe-Average-ticket-resolution-time-without-pending-or-on-hold-time
I tried to use the formula in the screenshot below to get the hrs calculated rather than minutes, however, I'm not sure if this is accurately showing my desired outcome:
Is the formula below accurate for measuring the AVG in hours?
VALUE(Full resolution time (min))/60/1
-VALUE(Agent wait time (min))/60/1
-VALUE(On-hold time (min))/60/1
Hi Zach – I don't think you need the "/1" at the end of your VALUE calculations, this should work:
VALUE(Full resolution time (min))/60
-VALUE(Agent wait time (min))/60
-VALUE(On-hold time (min))/60