Can my report show an average of tickets solved during business days?

Question

How can I calculate the average of tickets solved during business days (Monday to Friday)?

Answer

You can use several methods to achieve that average calculation.

Option 1

In your report, use the COUNT(Solved tickets) under Metrics as well as Tickets > Ticket solved - Day of week under Rows. Set the Visualization type as Table and calculate the average.

For more information, see the article: Adding totals to results.

Option 2

Create the following custom metric:

IF [Ticket solved - Day of week]="Monday" 
OR [Ticket solved - Day of week]="Tuesday" 
OR [Ticket solved - Day of week]="Wednesday" 
OR [Ticket solved - Day of week]="Thursday" 
OR [Ticket solved - Day of week]="Friday" 
THEN [Ticket ID] ENDIF

Then, create another custom metric:

COUNT(Metric 1)/5

Option 3

Using a reverse approach, create a custom metric for all non-weekend days: 

IF [Ticket solved - Day of week]!="Saturday" 
OR [Ticket solved - Day of week]="Sunday" 
THEN [Ticket ID] ENDIF

When completed, finalize the average calculation.

Option 4

Create a calculated attribute to divide work days and weekends that can be used as a filter in reports.

IF [Ticket solved - Day of week]!="Saturday" 
OR [Ticket solved - Day of week]="Sunday" 
THEN [Ticket ID] THEN "WEEKEND" ELSE "WORKDAY" ENDIF

Option 5

Create a group set attribute into group values for Ticket solved - Day of week. This scenario relies on calculation and should not be combined with calculated metrics or tag reporting.

For instructions, see the article: Organizing values by groups and sets.

To learn more, see the section: Performing calculations.