Want to win a PS4? Go Premium and enter to win our High-Tech Treats giveaway. Enter to Win

x
Solved

# Calculation of Percentage of tickets resolved in time period

Posted on 2013-01-16
Medium Priority
636 Views
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.

Thank you!
0
Question by:MeowserM
[X]
###### Welcome to Experts Exchange

Add your voice to the tech community where 5M+ people just like you are talking about what matters.

• Help others & share knowledge
• Earn cash & points
• 2

LVL 34

Expert Comment

ID: 38783340
(Number of tickets resolved * 100) / Total number of tickets for the time period selected.
0

LVL 37

Accepted Solution

TommySzalapski earned 2000 total points
ID: 38783348
Certainly you must use the same metric for both the numerator and the denominator.

Using resolved makes more sense because then you don't have to worry about tickets that are still open.

So take all the tickets that resolved in December and count how many of those were resolved in 7 days or less.
0

LVL 37

Expert Comment

ID: 38783361
Reading your post again, I see that that was your original idea. So just take my post as confirmation that you know what you are doing.
0

Author Closing Comment

ID: 38783502
Thank you Tommy.  That's exactly what I needed.
0

## Featured Post

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Lithium-ion batteries area cornerstone of today's portable electronic devices, and even though they are relied upon heavily, their chemistry and origin are not of common knowledge. This article is about a device on which every smartphone, laptop, an…
Excel can be a tricky bit of software to get your head around. Whilst you’ll be able to eventually get to grips with the basic understanding of how to get by, there are a few Excel tips that not everybody will even know about let alone know how to d…
The viewer will learn how to create two correlated normally distributed random variables in Excel, use a normal distribution to simulate the return on different levels of investment in each of the two funds over a period of ten years, and, create a …
This Micro Tutorial demonstrates how to create Excel charts: column, area, line, bar, and scatter charts. Formatting tips are provided as well.
###### Suggested Courses
Course of the Month9 days, 22 hours left to enroll