0 Replies Latest reply on Mar 9, 2017 2:05 AM by [email protected]

    Reporting on First Line Fix

    louise.piper@it.ox.ac.uk Apprentice

      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

      Louise