Hello All,

I am trying to write a query that will take all the tickets from one queue and give the average response time (from created to status changed to open) for each month. I have looked at the example query in the Knowledge base on Response Times and it seemed to a bit over my head so I was coming here for some helpful pointers. Currently I am approaching this by retrieving both created and opened values trying to use difftime and then time_to_sec and then getting an average after adding these together but I can't get it. Any help would be great. Thanks!
0 Comments   [ - ] Hide Comments


Please log in to comment

Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.
Answer this question or Comment on this question for clarity


I have gotten this query to now give me the average response time for a given month. My next issue is that our SLA only covers M-F and after between 7am and 5pm. I am looking at using the dayofweek function and some nested if statements but again any help would be wonderful. Thanks!
Answered 03/15/2011 by: amccabe
Senior Yellow Belt

Please log in to comment