12 Replies Latest reply: Feb 15, 2012 11:54 AM by Nick Gan RSS

    Very tricky ...

    Nick Gan

      Hi,

       

      Really very tricky... (i think... )

       

      Says, i'm counting the number of days for a complaint ticket resolution.

      From the date it's logged into the system until it is closed.

       

      So, i will have complaint ticket like....(also the data structure)

       

      Case 1 - 44 days - 27/Jan/2011

      Case 2 - 20 days - 2/Feb/2011

      Case 3 - 60 days - 3/Feb/2011

       

      Then, i want to make a line chart, to see some trend. for average days. basically sum(days)/ number of cases

       

      For case 1,

       

      Jan, count of case = 1, day=4 (because there was 31 days in Jan 2011)

      Feb, count of case = 1, day = 30 (assume there was 30 days for Feb 2011)
      Mar, count of case = 1, day=10

       

      For case 2,

       

      Jan, count of case = 1, day=20

       

       

       

      The purpose of this is to really look at the time needed to serve a complaint.

      so ultimately, to improse the service.

      it doesnt really matter if we just set that a month has 30 days to make it easier.

       

      Hope some expert will be able to help?