We can currently run ticket duration reports showing the total ticket duration from open to resolved/closed.
We would like the ability to create ticket duration reports that would show the total ticket duration, as well as to show the following:
1) Duration that subtracts the time that the analyst was not in the office, by utilizing the workshift that is defined on the analyst's contact record.
2) Duration a ticket was in a particular status. (ie: 'Awaiting Customer")
Total Duration = 336 hours (2 full weeks)
Duration waiting on customer = 24 hours (2 full days)
Net duration based on analyst hours, minus time waiting on customer = 56 hours