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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.
Solved! Go to Solution.
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Hi @Rck7, is this what you're looking for?
Average Response Time = DATEDIFF(StartDate,ResolvedDate,HOUR)
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@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.
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Hi @Rck7, is this what you're looking for?
Average Response Time = DATEDIFF(StartDate,ResolvedDate,HOUR)
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@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.
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Perhaps I'm oversimplifying it but would an averagex function work?
That is,
AVERAGEX(Table Name,IssueDate,StartDate,HOUR))
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@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.
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@Rck7, is the new chart wrong because the data is summing the column rather than averaging?
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@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.
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HI @zenmemo,
When I use the DATEDIFF function to calculate the Response Time I am getting the result as 0:00 having my Data Format as 13:30(H:mm) as shown in the below images:
Instead, I am using,
1. Response Time = Issues[IssueDate] - Issues[StartDate] for calculating RT values for my column.
2. Resolution Speed = Issues[ResolvedDate] - Issues[StartDate] for calculating RS values for my column.
For calculating Averages, I created the following measures,
Avg RS = CALCULATE(AVERAGE(Issues[Resolution Speed]), ALLSELECTED(Issues[IssueDate]))
Avg RT = CALCULATE(AVERAGE(Issues[Response Time]), ALLSELECTED(Issues[IssueDate]))
The result Graph that I am getting is:
What are your thoughts on it?
Kindly, let me know.
Thanks.
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For the average measures, have you considered changing the data type to whole numbers?
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@zenmemo No, I am using DateTime as the Datatype for my columns and calculating the average of my columns(as mentioned ear;ier).
Below, is the format that I am using for my columns:
Thanks.

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