Skip to main content
cancel
Showing results for 
Search instead for 
Did you mean: 

Earn the coveted Fabric Analytics Engineer certification. 100% off your exam for a limited time only!

Reply
Doliveira
Frequent Visitor

Measure of average time for resolution tickets

Hi,

 

I'm starting a new dashboard related to tickets opened from my team. The trickiest part is getting an average of resolution time in a month between two columns ('open date' and 'last resolve date') considering:

 

  • business days (excluding also brazilian holidays);
  • 15 business hours (starting at 07am to 10pm);
  • the result value need to be a card visualization in hours.

 

IDK if can help but I've already done this in Excel, but couldn't work the same logic in PBI. Follow an example in Excel:

 

excel1.jpg

 

'Tempo Resolução' formula:

=SE((DIATRABALHOTOTAL(G2;H2;$R$1:$R$4)-2)*0,75<0;(DIATRABALHOTOTAL(G2;H2;$R$1:$R$4)-2)*0,75+MÁXIMO(0;22-MÁXIMO(MOD(G2;1)*24;7))/24+MÁXIMO(0;MÍNIMO(MOD(H2;1)*24;22)-7)/24+$Q$1;(DIATRABALHOTOTAL(G2;H2;$R$1:$R$4)-2)*0,625+MÁXIMO(0;22-MÁXIMO(MOD(G2;1)*24;7))/24+MÁXIMO(0;MÍNIMO(MOD(H2;1)*24;22)-7)/24)

 

G Column = Data Informada+

H Column - Última data de Resolução

R Column = Holidays

Q Column = 03:00:00

 

After that I just use pivot table to get the average from 'Tempo Resolução per month':

 

excel2.jpg

 

 

Hope that's possible to do in PBI because it's the only thing that keep me using Excel.

 

Tks!

2 REPLIES 2
Greg_Deckler
Super User
Super User

This might help.

 

https://community.powerbi.com/t5/Quick-Measures-Gallery/Net-Work-Days/m-p/367362

 

Please see this post regarding How to Get Your Question Answered Quickly: https://community.powerbi.com/t5/Community-Blog/How-to-Get-Your-Question-Answered-Quickly/ba-p/38490


@ me in replies or I'll lose your thread!!!
Instead of a Kudo, please vote for this idea
Become an expert!: Enterprise DNA
External Tools: MSHGQM
YouTube Channel!: Microsoft Hates Greg
Latest book!:
Mastering Power BI 2nd Edition

DAX is easy, CALCULATE makes DAX hard...

Hi @Greg_Deckler,

 

I read both posts as recommended. When I get this finished I'll post the result. Thank for the help!

 

 

Helpful resources

Announcements
April AMA free

Microsoft Fabric AMA Livestream

Join us Tuesday, April 09, 9:00 – 10:00 AM PST for a live, expert-led Q&A session on all things Microsoft Fabric!

March Fabric Community Update

Fabric Community Update - March 2024

Find out what's new and trending in the Fabric Community.