Formulas and Reporting Help :)

Anthony Larzabal

Hello Wrike Community - 

I need help reviewing a formula that has been helpful so far in my work, but I can't help but ponder if other folks have a better way of looking at their wrike tickets or if a super formula exists. For general context, here is a brief overview of what I do and how I use Wrike.

Day-To-Day Work: My company uses wrike as a ticketing system for daily tasks, which are moved into different statuses. The work is usually completed in 24 to 48 hours. Anything beyond that window is considered problematic.

Reporting: My role is to report on the average time each ticket takes us to resolve. I review this every quarter, and the below formula is what I use to review each quarter:

((SUM([Task Status Change History Time Spent (minutes)]),[Task Status Group],[Quarters in Task Completion Date])/60/24) / (DUPCOUNT([Task ID]),[Task Status Group],[Quarters in Task Completion Date])

I usually get a number like this:  1.54 - this is a day and some change based on my interpretations. So my burning question is, is this a good formula, or are others using a better formula to calculate average turnaround times?

Pietro Poli

Hi @Anthony Larzabal,
I think it depends on what conclusions you want to reach.
Let me explain better, the average time data is a data and can be interpreted as such, to say: "we are within the times declared in our SLAs".
However, it is not a qualitative data, or rather, how do you understand if and where there is room for improvement?

I would try to segment this data by different dimensions:
- Assignee
- Customer who opened the ticket (if they are not all different)
- Ticket category / type of report

I would also look at the minimum and maximum time, perhaps isolating the highest times to understand if and how we can resolve them.

And again, how many tickets have gone from 1st support level to subsequent levels, to understand the technical difficulties.

Not knowing the market and the type of ticket I still struggle to give you other useful suggestions, but I hope these can be of help.