Get an overview of the average time until a ticket has been closed per month. Keeping track of the performance of your agents is obviously important to keep service quality up to standard. The average time until an issue has been resolved plays a big part in user satisfaction. Manage how long issues take to resolve easily with this built-in report. This information is also valuable data to show during monthly reviews or reports to higher management.
Average Time Until Ticket Set to Closed, by Month Query
Select Top 1000000 DatePart(yyyy, htblticket.date) As Year,
DatePart(mm, htblticket.date) As Month,
Convert(Decimal(10,4),Avg(Cast(DateDiff(ss, htblticket.date,
InitialResponseDate.FirstPublicReply) As decimal) / 86400)) As AverageDays
From htblticket
Inner Join (Select Top 1000000 htblnotes.ticketid,
Min(htblnotes.date) As FirstPublicReply
From htblnotes
Inner Join htblagents On htblagents.userid = htblnotes.userid
Where htblnotes.notetype = 1
Group By htblnotes.ticketid) As InitialResponseDate On
InitialResponseDate.ticketid = htblticket.ticketid
Where htblticket.spam <> 'True'
Group By DatePart(yyyy, htblticket.date),
DatePart(mm, htblticket.date)
Order By Year Desc,
Month Desc
