Measure of average time for resolution tickets

[Doliveira]

Hi,

I'm starting a new dashboard related to tickets opened from my team. The trickiest part is getting an average of resolution time in a month between two columns ('open date' and 'last resolve date') considering:

• business days (excluding also brazilian holidays);
• 15 business hours (starting at 07am to 10pm);
• the result value need to be a card visualization in hours.

IDK if can help but I've already done this in Excel, but couldn't work the same logic in PBI. Follow an example in Excel:

'Tempo Resolução' formula:

=SE((DIATRABALHOTOTAL(G2;H2;$R$1:$R$4)-2)*0,75<0;(DIATRABALHOTOTAL(G2;H2;$R$1:$R$4)-2)*0,75+MÁXIMO(0;22-MÁXIMO(MOD(G2;1)*24;7))/24+MÁXIMO(0;MÍNIMO(MOD(H2;1)*24;22)-7)/24+$Q$1;(DIATRABALHOTOTAL(G2;H2;$R$1:$R$4)-2)*0,625+MÁXIMO(0;22-MÁXIMO(MOD(G2;1)*24;7))/24+MÁXIMO(0;MÍNIMO(MOD(H2;1)*24;22)-7)/24)

G Column = Data Informada+

H Column - Última data de Resolução

R Column = Holidays

Q Column = 03:00:00

After that I just use pivot table to get the average from 'Tempo Resolução per month':

Hope that's possible to do in PBI because it's the only thing that keep me using Excel.

Tks!

[Greg_Deckler]

This might help.

https://community.powerbi.com/t5/Quick-Measures-Gallery/Net-Work-Days/m-p/367362

Please see this post regarding How to Get Your Question Answered Quickly: https://community.powerbi.com/t5/Community-Blog/How-to-Get-Your-Question-Answered-Quickly/ba-p/38490

[Doliveira]

Hi @Greg_Deckler,

I read both posts as recommended. When I get this finished I'll post the result. Thank for the help!