1 Reply Latest reply on Feb 1, 2014 6:32 PM by Robert Accardi

    Report average time between ticket assignment

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      Customer's workflow is following:

      1. Creation of ticket.

      2. Predefined rules automatically assign ticket to different teams. Ticket status = Assigned.

      3. Agents take tickets manually from the list. Ticket status = Assigned.

      Is it possible to create a report that will count average time between team Assignment and agent assignment? I've tried some Metrics reports, but with no luck - the times are incorrect.