Guidance Required – Building KPI Report in RightNow Analytics (Opened, Closed, SLA Metrics)
I need to build a report with the following output columns:
A) Opened in Period
Number of tickets where Created Date is between Start Date and End Date.
B) Closed in Period
Number of tickets where Status = Closed and Closed Date is between Start Date and End Date.
C) % Closed
Closed in Period / Opened in Period.
D) Avg Hours Ahead of SLA
Average of (Due Date – Closed Date) for tickets closed on or before the Due Date.
E) Tickets Closed Late
Number of tickets where Closed Date > Due Date.
F) % Late
Late Tickets / Closed in Period.
G) Avg Hours Late
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