Calculation of Percentage of tickets resolved in time period
Posted on 2013-01-16
I was asked to report a monthly metric of the percentage of help desk tickets resolved in 7 days. At first I thought it would be easy but I am second guessing myself.
I can calculate the number of days each ticket was resolved within 7 days by using the created and resolved dates so determining the number of tickets resolved in 7 days is very easy.
My question is what number do I use as the denominator to get the percentage? Do I use the total tickets CREATED in the month or do I use the total tickets RESOLVED in the month or do I use something else?
I thought it would be as easy as: I had 100 tickets resolved in December and of those 100 tickets 10 of them were resolved in 7 days so 10% of the tickets were resolved within 7 days. But as I mentioned above I started to rethink it.
Any help from the experts(people smarter than me) would be appreciated.