[rt-users] Doing response-time analytics

james machado hvgeekwtrvl at gmail.com
Wed Sep 28 15:41:17 EDT 2011


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
>
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james



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