I am really hoping someone can assist me. My SQL skills are shocking.
I need to create the following reports, but have no clue how to do it.
FOR THE ENTIRE HELPDESK
1. Average Closure Times for a user defined period for the following:
• Average closing times for the entire helpdesk per Priority – IE: High/Medium/Low
• Average closing times for the entire helpdesk per category/ticket type
• Average closing times per agent per priority
• Average closing times per agent per category/ticket type
2. Total calls logged per category/ticket type for a user defined period.
3. Total calls closed and still open per category/ticket type for a user defined period.
4. Top 10 call Category/Ticket Type for number of tickets logged for that specific type for a user defined period
5. A report that can show us all the calls logged for a specific category/ticket created by a specific user
REPORTS FOR AGENT/TECHNICIAN ASSESSMENT
6. Average Closure Times for a user defined period for the following:
• Average closing times per agent per priority
• Average closing times per agent per category/ticket type
7. Total calls closed and still open per category/ticket type for a user defined period.
8. Average call closure times for tickets per agent
