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Hi All,
I am recently started using Power BI and have managed to build some useful reports . The data in my Power BI desktop is coming from Jira and I have used Rest API's for the integration .
I have to build 2 new reports as below ( It's basically for 2 users in the team who are handling tickets with quite high velocity and we need to get details on how they are doing)
1. What the average handle time per ticket is (i.e. total time worked on tickets / no. of tickets handled)
2. What their closure rate is (i.e. No. of tickets closed / no. of tickets handled)
Can anyone please help me how to acheive this?
My Data table for helpdesk tickets looks like below:
IssueID | ResolutionDesc | ResolutionName | IssueType | RAG | ProjectFundingOrNo | AggregateTimeSpent | Workratio | ReporterName | IsReporterActive | WatchCount | IsWatching | Impact(L/M/H) | UpdateDate | PriorityName | Priority.Id | IssueDateCreated | IssueTimeCreated | AssigneeName | DueDate | Status | Status.Id | StatusCategoryKey | StatusCategoryColorName | StatusCategoryName | issues.fields.aggregatetimeestimate | CreatorName | IsCreatorActive | TicketType | IssueTimeSpent | issues.fields.customfield_10311.value | ResolutionDate | ResolutionTime | issues.fields.customfield_10006 |
7 | Work has been completed on this issue. | Done | Service Request | Project Funding | -1 | Salo, Sabrina | True | 1 | False | 2023-04-26T09:59:02.000+0100 | High | 2 | ######## | ######## | Pilana Withanage, Gihan Kanishka | ######## | Closed | 3 | done | green | Done | Salo, Sabrina | True | Requirement | Low | 26-Apr-23 | ############# | ||||||
13 | Work has been completed on this issue. | Done | Service Request | No Funding Required | -1 | Overton, Philip | True | 1 | False | 2023-04-25T09:13:37.000+0100 | Medium | 3 | ######## | ######## | Percy, Jonathon | Closed | 3 | done | green | Done | Overton, Philip | True | Requirement | Low | 25-Apr-23 | ############# | |||||||
17 | Work has been completed on this issue. | Done | Service Request | No Funding | -1 | Orr, Gillian | True | 1 | False | 2023-04-24T12:04:33.000+0100 | Highest | 10200 | ######## | ######## | Pilana Withanage, Gihan Kanishka | ######## | Closed | 3 | done | green | Done | Orr, Gillian | True | Requirement | Low | 24-Apr-23 | ############# | ||||||
19 | Work has been completed on this issue. | Done | Service Request | No Funding | -1 | O'Shea, Conor | True | 2 | False | 2023-04-26T10:56:34.000+0100 | High | 2 | ######## | ######## | Akbar, Nasir | ######## | Closed | 3 | done | green | Done | O'Shea, Conor | True | Requirement | Low | 26-Apr-23 | ############# | ||||||
20 | Work has been completed on this issue. | Done | Service Request | No Funding Required | -1 | Houston, Scott | True | 0 | False | 2023-04-24T09:08:46.000+0100 | Medium | 3 | ######## | ######## | Mason, Robin Benjamin | Closed | 3 | done | green | Done | Houston, Scott | True | Requirement | Low | 24-Apr-23 | ############# |
@Aman-K , Please check the file Avg Duartion, Terminated employee and current employee measure are very similar to what you need
Power BI: HR Analytics - Employees as on Date : https://youtu.be/e6Y-l_JtCq4
https://community.powerbi.com/t5/Community-Blog/HR-Analytics-Active-Employee-Hire-and-Termination-tr...
I'm still stuck at this . I have managed to create a new column named "Total Resolution Days" in my table . Total Resolution Days counts number of days it tool to resolve each ticket . I just need to add a formula in my graph that will divide Total Resolution Days by total number of tickets to find out the average handle time .
In my data visualization , I can have count of tickets . Total Resolution Days is already in the tebla so how can I divide and get the results .
Thanks for your help so far.
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