SLA/Response Time Beast Mode
I am currently working on response time for tickets, we eventually want to get to SLA but since the metric will be new for this team we need to understand the average time it takes to handle a ticket.
I am currently using the below to get the average response time displayed as HH:mm:ss
I want to group by hour so I use the below:
When HOUR(SEC_TO_TIME(AVG(TIME_TO_SEC(TIMEDIFF(`closedDate`,`createdDate`))))) <= '1' then '1'
I do this for all 24 hours and anything beyond 24 hours would be "24+"
The issue lies when I place the sla group as the series, nothing populates. I want a pie chart to display the count and percent of total for each hour so we can identify how long tickets take. I might be thinking too much into this and missing something crucial but thought someone would be able to help.
Thanks in advance!