Average Reponse time on RT

Hello RTusers,

We run 2.0.15 in production here, with the statistics package.
RT is able to give stats on number of tickets in queues, by day,
average time to resolution etc.
I am now looking to see if we can also obtain stats for “Average Response
Time”? . If there is a way we can obtain that information, this will greatly
assist our folks in customer care in building information on our response
time in all queues that is accurate.

Your assistance will be highly appreciated on this.

    cheers
   - wash 

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Hello RTusers,

We run 2.0.15 in production here, with the statistics package.
RT is able to give stats on number of tickets in queues, by day,
average time to resolution etc.
I am now looking to see if we can also obtain stats for “Average
Response
Time”? . If there is a way we can obtain that information, this will
greatly
assist our folks in customer care in building information on our
response
time in all queues that is accurate.

Your assistance will be highly appreciated on this.

The ‘Time to Resolve (scatter graph)’ might be a good start, although I
don’t know how to reliably find out the first non-automated,
requestor-visible transaction for a given user.

Also, at our site, we have some tickets that get resolved after a phone
call, with no further entries in the database, not even change of
ownership or somesuch.

IIRC, it also contains a “BLOODY HACK” to recurse through a list of
tickets, which certainly is inefficient and slow. Anybody more
proficient with the DBIx::SearchBuilder care to take a look and see if
this can be improved?

Thanks,
Harald