Can my report show an average of tickets solved during business days?

Question

How can I calculate the average of tickets solved during business days (Monday to Friday)?

Answer

You can use several methods to achieve that average calculation.

Option 1

In your report, use the COUNT(Solved tickets) under Metrics as well as Tickets > Ticket solved - Day of week under Rows. Set the Visualization type as Table and calculate the average.

For more information, see Adding totals to results.

Option 2

Create the following custom metric:

IF [Ticket solved - Day of week]="Monday"
OR [Ticket solved - Day of week]="Tuesday"
OR [Ticket solved - Day of week]="Wednesday"
OR [Ticket solved - Day of week]="Thursday"
OR [Ticket solved - Day of week]="Friday"
THEN [Ticket ID] ENDIF

Then, create another custom metric:

COUNT(Metric 1)/5

Option 3

Using a reverse approach, create a custom metric for all non-weekend days:

IF [Ticket solved - Day of week]!="Saturday"
AND [Ticket solved - Day of week]!="Sunday"
THEN [Ticket ID] ENDIF

When completed, finalize the average calculation.

Option 4

Create a group set attribute into group values for Ticket solved - Day of week. This scenario relies on calculation and should not be combined with calculated metrics or tag reporting.

For instructions, see Organizing values by groups and sets.

To learn more, see Performing calculations.