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How the Weekly Statistics are calculated.

Hi!

I have some questions about how the Weekly Statistics are calculated.

The email you get looks like this:

 

How is the Average Processing/Response Time calculated?

Is it based on time in the prioritys like the real time 8h/day 5 days a week. 
or is it based on the 24/7 time?

Kind regards
Samuel 

RE: How the Weekly Statistics are calculated.

Hi,

Report is based on aggregated data grouped by each category within week/month using fields time_to_reply, time_to_close. These fields are calculated based on timeframes defined on ticket priority.

Von: Michel Krohn-Dale 28. Jan 2020