With this report, you would provide your leadership team with the average resolution time for tickets.
- This report is useful for members of leadership as well as Service Owners to help determine bottlenecks in the process and identify training gaps.
- With this report, you will be able to see which months have a higher resolution time.
Here are some example configurations you could use for this type of report.
| Component |
Configuration |
| Report Type |
Ticket Report
|
| Title |
Average Resolution Time YTD
|
| Description |
A description is optional, but can be help make it clear to your team members what the report shows. |
| Columns |
- Created
- Month/Year or Week/Year format
- Create to Resolve (Op)
- Aggregate this field by Average
- As you begin to build out more complex reports, consider adding columns.
- For example, average response time and average resolution time.
|
| Filtering |
- Created
- with a value of year to date.
- Status
- where the value is not one of Cancelled.
|
| Order |
- Order by: Created Month/Year
- Ascending
|
| Charts |
- Chart Type: Line
- X Value: Created Month/Year (or Created Week/Year)
- Y Value: Created to Resolve (Op)
|