How do I calculate average Response Time and Resolution Time ?

[Rck7]

Hello Friends,

I have an Issue Table, with IssueID, IssueDate, StartDate , Resolved Date as Columns. I would like to calculate the a) the average First response time(in hours), b) average re-solution time(in hours) for the dates selected on my slicer.

Attached is a glimpse of my Issue Table, where Issue Date - is the Issue created date, Start Date- is the date an Issue has been taken/first responded by a user, Resolved Date- is the date where an Issue is closed/re-solved by the User. I have tried several measures but unable to find the apprpriate solution in hours. Kindly, help me with your suggestions. 



I would like to get my Result like below:


Any help would be very much appreciated.
Thank you.     

[zenmemo · Accepted solution]

Hi @Rck7, is this what you're looking for?

Average Response Time = DATEDIFF(StartDate,ResolvedDate,HOUR)

[zenmemo · Accepted solution]

Hi @Rck7, is this what you're looking for?

Average Response Time = DATEDIFF(StartDate,ResolvedDate,HOUR)

[Rck7]

@zenmemo  Thanks for the help. Additionally, is there a measure to  calculate Average Resolution speed from my table data? 
for Average Response time =  DATEDIFF(IssueDate,StartDate,HOUR) and 
for Average Resolution Time, is it DATEDIFF(StartDate,ResolvedDate,HOUR) ?

Thank you. 

[zenmemo]

@Rck7

Perhaps I'm oversimplifying it but would an averagex function work?

That is,

AVERAGEX(Table Name,IssueDate,StartDate,HOUR))

[Rck7]

@zenmemo Thank you for replying.  Well, I have created the fowllowing two formulaes for my columns in my table:

1) First Response Time(column) = DATEDIFF (Issues[IssueDate],Issues[StartDate],HOUR)
2)Resolution Time (column) = DATEDIFF(Issues[StartDate],Issues[ResolvedDate],HOUR) 

The result I am getting is as below, which I believe is wrong compared to the graph(i.e. result posted in my Question)


I am not very sure how can I calculate average response time(in hours) and average resolution(in hours). 
What do you think about this -> Average Response time = Toal time taken(in hrs) to send the first response / number of Issues whose first response were sent ? for the selected date period. 
Please let me know about your thoughts. 
Thank you. 
 

[zenmemo]

@Rck7, is the new chart wrong because the data is summing the column rather than averaging?

[Rck7]

@zenmemo Nope. I am not sure if my measures are correct? 

[zenmemo · Accepted solution]

@Rck7Now if you're selecting averaging the response/resolution times in conjunction with those measures, that should do it. See sample below. Otherwise, if you attach your file perhaps, I or someonelse can look at what else is causing it.

[Rck7]

HI @zenmemo, 
When I  use the DATEDIFF function to calculate the Response Time I am getting the result as 0:00 having my Data Format as 13:30(H:mm) as shown in the below images:



 

 

Instead, I am using, 
1. Response Time = Issues[IssueDate] - Issues[StartDate] for calculating RT values for my column. 
2. Resolution Speed = Issues[ResolvedDate] - Issues[StartDate] for calculating RS values for my column.
For calculating Averages, I created the following measures, 
Avg RS = CALCULATE(AVERAGE(Issues[Resolution Speed]), ALLSELECTED(Issues[IssueDate]))
Avg RT = CALCULATE(AVERAGE(Issues[Response Time]), ALLSELECTED(Issues[IssueDate]))

The result Graph that I am getting is:



What are your thoughts on it? 

Kindly, let me know.
Thanks. 

[zenmemo]

For the average measures, have you considered changing the data type to whole numbers?

[Rck7]

@zenmemo No, I am using  DateTime as the Datatype for my columns and calculating the average of my columns(as mentioned ear;ier). 
Below, is the format that I am using for my columns:
 

Thanks.