You need to sign in to do that
Don't have an account?
Calculating Avg time by Status
Hey All,
Having some issues, I need to be able to calculate the average time by case status... Simple? Hahaha... Heres the issue we are facing. When running a case history report I used a matrix report but the issue is if the case is saved or escalated in a single status, it creates multiple times for that case.
Therefore if a case is opened and re-saved as New you now have two time stamps for that one case for the duration, and if you average that it is way low...
I am wondering if anyone has a formula they use in the report, or if what I am trying to do is even possible?
PB
Did you checked case age in business hours app?