topic Re: Report for MTBF in Tickets & Conversations

Report for MTBF

RobertVM — Mon, 23 Sep 2024 14:17:20 GMT

I'm having trouble creating what I though would be a simple report, maybe someone can help.

I want a report that shows the average time between created tickets for each contact. I'm not concerned about the metrics of each ticket as I have separeate reports for those. Just the average time between creation. A loose MTBF report that I can use for KPI's. Any ideas? Thanks.

Re: Report for MTBF

JWingate2 — Mon, 23 Sep 2024 19:26:35 GMT

Hi @RobertVM !

Are you looking to create a report on average ticket times between Open to Closed? If so, to achieve this you will wanted to create a calculation property that calculates the length of time from open to close. You can then use that property to create your report. Within the Summarize Data of your report you can then show average.

Re: Report for MTBF

RobertVM — Tue, 24 Sep 2024 16:30:15 GMT

Not exactly. I'm looking to create a report based on created ticket times for each contact. So for one contact over the last 365 days look at the time between ticket 1 was created and ticket 2 was created. Then the time between ticket 2 and ticket 3 being created. Average these times over the 365 days to get a mean time between reported tickets.

Re: Report for MTBF

JWingate2 — Tue, 24 Sep 2024 17:17:08 GMT

Hi @RobertVM ,

I believe to build this out successfully there will have to be some custom coding through calculation properties with the Operations Hub Pro/Enterprise. The calculation property would calculate the average time between tickets.

You can then see that average time calculated on a Property, but you can then use that property to build out the report as needed.