Hello there,
I have a big dilemma I need to resolve and hope you can help me.
I have raw data that contain a list of tickets handled by L2, and L1 support (sometimes L2s are considered L1s as well and vice versa) I also have a "date of action" that registers when the ticket left the queue of a certain user (we can omit the hour). It's important to point out that one ticket may appear multiple times in a person's queue (because was reopened due to incomplete tasks). My question is how can I calculate the duration of the ticket by Receiver_ID, and by Support Levels from when the date landed in the receiver's queue by the assistant_ID until it left his or her queue?
For example, in the below case, I want to calculate the duration it took Herbert Swine to send the ticket back to Steve Colbert (Date of actions between rows 23784, and 9052)
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