Average response time including unanswered tickets.

bhspencer's Avatar

bhspencer

27 Mar, 2010 08:51 PM

Hi

I read in this case that average response time included unanswered cases:

https://help.tenderapp.com/discussions/suggestions/285-average-resp...

It seems that the average response time does not take unanswered cases into account. If it did the number would not change when I answered a case. It is very clear that when I get around to answering a bunch of very old cases my average response time increases significantly.

What option should I set to ensure that that average response time includes the unanswered cases?

Thanks

Ben

  1. 1 Posted by Hobson on 29 Apr, 2010 10:56 PM

    Hobson's Avatar

    Sorry Ben,

    I'm afraid that we don't actually take unanswered cases into account at the moment, just as you inferred. The reason for this is that this value is calculated when a discussion is first responded to, not when new discussions arrive. This has the effect of ignoring discussions until they have been responded to, for the purpose of average response time. We did this because we felt that applying the term "response time" to an unanswered discussion was not necessarily meaningful, as there is no response.

    Perhaps the solution is another aggregate that averages the ages of discussions without a response. Would this be useful?

    Thanks and regards,

    Zack

  2. 2 Posted by bhspencer on 01 May, 2010 09:14 PM

    bhspencer's Avatar

    I understand you reasons for not including the unanswered cases in the
    average response time calculation.

    From time to time the number of cases and the amount of time posters
    are waiting for a response gets a little out of hand. I currently have
    a couple of hundred pending cases some of them going back over a
    month. It would be great to have the average amount of time unanswered
    cases have been waiting. This would give me a great metric on just how
    bad the situation is getting with the current batch of pending cases.
    So yes average age of unanswered discussions would do nicely.

    Ben

  3. Will closed this discussion on 18 Aug, 2010 10:14 PM.

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