On Wed, Sep 28, 2011 at 12:19 PM, Jason Ketola <[email protected]> wrote: > Hi, > > I'm trying to figure out how to do analytics on response times to messages. > That is, I want to be able to graph, for instance, how long it's taking on > average for messages hitting our queue to get a response (I'm not looking > for time to resolution). From what reading I've done, it seems like I'll > need to create a custom field to do this, right? Or is there somewhere else > I should look?
I think I would look at the "created" date and time of the ticket and then either the first email sent out or on the ticket Date fields. I have not done anything myself but that would be my first inclination before adding any custom fields. you may still need a CF but I think the starting points are already in the ticket information. > > Thank you! > Jason > > > -- > Jason Ketola > Business Development Manager > MaxMind, Inc. > www.maxmind.com > 617-500-4493 x807 > > -------- > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 > james -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
