I am created a report for managers to monitor the performance of their Team and would like to calculate an 'Average First Line Fix Time' over a period of months.
The logic is the average time between CreatedDateTime and ResolvedDateTime where the Incident is not linked to a Task (i.e. not escalated to an nth line team).
I have produced a chart but am pretty convinced that the the logic of the dataset is incorrect.
How do other organisations calculate this from HEAT please?
Thanks / Regards