We have queues setup for support, which we try to apply a rule of resolving x% in < 24 hours (or business days).
Is there an existing method to calculate a summary of the average length of time from when a case was opened until when it was resolved?
Since a case may be opened and closed multiple times, we currently use the first resolved date/time under the assumption that open to first resolved was the time it took to review and reply to the requestor (even if more work was later required).
Appreciate any feedback as to how we can do this today or to solicit any interest to see if this would be useful for others as well.
Thanks.
