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Rck7's avatar
Rck7
Helper II
8 years ago
Solved

How do I calculate average Response Time and Resolution Time ?

Hello Friends,

I have an Issue Table, with IssueID, IssueDate, StartDate , Resolved Date as Columns. I would like to calculate the a) the average First response time(in hours), b) average re-solution time(in hours) for the dates selected on my slicer.

Attached is a glimpse of my Issue Table, where Issue Date - is the Issue created date, Start Date- is the date an Issue has been taken/first responded by a user, Resolved Date- is the date where an Issue is closed/re-solved by the User. I have tried several measures but unable to find the apprpriate solution in hours. Kindly, help me with your suggestions. 



I would like to get my Result like below:


Any help would be very much appreciated.
Thank you.     

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  • zenmemo's avatar
    zenmemo
    8 years ago

    Hi Rck7, is this what you're looking for?

     

    Average Response Time = DATEDIFF(StartDate,ResolvedDate,HOUR)

  • zenmemo's avatar
    zenmemo
    8 years ago

    Rck7Now if you're selecting averaging the response/resolution times in conjunction with those measures, that should do it. See sample below. Otherwise, if you attach your file perhaps, I or someonelse can look at what else is causing it.

     

     

10 Replies

  • zenmemo's avatar
    zenmemo
    Helper I
    8 years ago

    Hi Rck7, is this what you're looking for?

     

    Average Response Time = DATEDIFF(StartDate,ResolvedDate,HOUR)

    • Rck7's avatar
      Rck7
      Helper II
      8 years ago

      zenmemo Thank you for replying.  Well, I have created the fowllowing two formulaes for my columns in my table:

      1) First Response Time(column) = DATEDIFF (Issues[IssueDate],Issues[StartDate],HOUR)
      2)Resolution Time (column) = DATEDIFF(Issues[StartDate],Issues[ResolvedDate],HOUR) 

      The result I am getting is as below, which I believe is wrong compared to the graph(i.e. result posted in my Question)


      I am not very sure how can I calculate average response time(in hours) and average resolution(in hours). 
      What do you think about this -> Average Response time = Toal time taken(in hrs) to send the first response / number of Issues whose first response were sent ? for the selected date period. 
      Please let me know about your thoughts. 
      Thank you. 
       

      • zenmemo's avatar
        zenmemo
        Helper I
        8 years ago

        Rck7, is the new chart wrong because the data is summing the column rather than averaging?

    • Rck7's avatar
      Rck7
      Helper II
      8 years ago

      zenmemo  Thanks for the help. Additionally, is there a measure to  calculate Average Resolution speed from my table data? 
      for Average Response time =  DATEDIFF(IssueDate,StartDate,HOUR) and 
      for Average Resolution Time, is it DATEDIFF(StartDate,ResolvedDate,HOUR) ?

      Thank you. 

       

      • zenmemo's avatar
        zenmemo
        Helper I
        8 years ago

        Rck7

         

        Perhaps I'm oversimplifying it but would an averagex function work?

        That is,

        AVERAGEX(Table Name,IssueDate,StartDate,HOUR))