My Boss has just asked the not unreasonable question:
"Can we get the average call time?"
IE The time between when an incident is opened to when it is resolved , taking into account business hours. For every call this year.
I'm a little stumped unless theres some magic attrib I dont know about.
Any ideas anyone?
I've found a similar post from 2011 where Julian replied "Isnt it the "IncidentDurationbyDays" report?" , which sounds promising , but wheres that?
Its not in the 'system report' in the designer...