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Jul 26, 2018 at 06:09 AM

Issue in Average Handling Time

418 Views Last edit Jul 26, 2018 at 06:10 AM 2 rev

Good Day!

Here’s the issue we've encountered with regards to the computation of the Handling Time of an User/Agent ( i.e. Agent sets the ticket to 'In Process' to 'Completion' ). The Data Source Ticket contains the Key Figures:

Total Time at Processor - Time in 'Open', 'In Process'

Total Time at Requestor - Time in 'Customer Action'

The Data Source Ticket Time Points and Contact Party contains the Key Figures:

Ticket Handling Time (Secs) - Total Duration of the Ticket

Initial Review Time(Secs) – Time Ticket is in 'Open' Status

The ideal computation for the Handling Time of the Ticket is (Ticket Handling Time – Initial Review Time – Total Time at Requestor)

So we combined the Two Data Sources and were able to create a report showing the following Key Figures mentioned

However when we tried creating a Key Figure for the Computation, we're encountering an error message because despite the fact that they are all in seconds, there are represented in a different way or different data format.

The characteristics of the key figure are different because they are from different data sources ( Initial Review Time and Ticket Handling Time have (s) unit while Total Time at Requestor and Total Time at Processor do not )

We're requesting help on how can we proceed with this as this is a critical metric for the Users/Agents. Thanks for any help any of you could give.


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