[rt-users] Doing response-time analytics

[james machado]

On Wed, Sep 28, 2011 at 12:19 PM, Jason Ketola <jketola at maxmind.com> 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