Metric for time spent in "In Process" status

Hi there,

I am trying to create a report to track the amount of time a user spent between when the ticket first responded and first resolved. I tried the "Init Respond to Init Resolve (Op)", but that also includes "On Hold" statuses. Is there a way to exclude time spent in the "On Hold" statues?



Tags ticket status KPI metrics
Asked by Jack Chou on Fri 3/5/21 5:27 PM Last edited Fri 3/5/21 5:29 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Mon 3/8/21 10:04 AM

Hello Jack,

Unfortunately there are no metrics that currently *exclude* time spent in an On Hold status classification as that time is still considered part of the ticket's life-cycle. In short, without tracking that time independently of the ticket status history there's not going to be a good metric that will leave that On Hold status time out of the age data of the ticket.

Folks *have* asked for this though, so if that's a valuable metric to you I'd advise that you put an enhancement request in here:

Mark Sayers
Sr Support Consultant, CS

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