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Rck7's avatar
Rck7
Helper II
8 years ago
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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-solut...
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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.

     

     

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 Nope. I am not sure if my measures are correct? 

    • zenmemo's avatar
      zenmemo
      Helper I
      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.

       

       

      • Rck7's avatar
        Rck7
        Helper II
        8 years ago

        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.