New Suggested 12/14/2023 by Brendan Cemel
3
votesReports Should Consider Working Hours and Days
When determining tickets per hour, response time, and ticket per day you should consider the working hours and days in the report. This should also consider weekends and holidays like automations can. Example would be the real-time dashboard.
we were open for 11 hours today. Tickets per hour should then be 1 for the day, but it calculates from midnight when we're not even open.
Over the last 7 days we would have been open 5 days as we don't work weekends. My tickets per day should be 16. My tickets per hour should be 1.45 as over the 5 days we had 11 hours per day we were open.
In my experience it is the same with Response and Resolution time as well. They don't take into consideration weekends.
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