Discussions

Hi Team,

How shall i calculate following metric

Total number of tickets ?
is it created tickets + closed tickets

Total Number of resolve tickets - Value is not available on dashboard.

Average first reply time and Average Full resolution time?
Is it Total time / Total number of resolve tickets
Again we don't have values to compare on dashboard.

Just Need your help to get understand how can i calculate above metric or how can i verify it.

Thank You
Shital