How to Calculate MTTR (Mean Time to Resolve)

How to Calculate MTTR (Mean Time to Resolve)

We want to calculate MTTR (Mean Time to Resolve) in our Zoho Analytics report under Tickets. Currently, we are using the following fields:

  • Ticket ID

  • Ticket Created Time

  • Ticket Closed Time

  • Ticket On Hold Time

We are planning to calculate MTTR (in days) using the formula:

MTTR = (Ticket Closed Time – Ticket Created Time) – Time spent in ‘On Hold’ – Time spent in ‘Awaiting Customer Info’ – Time spent in ‘Customer Pending Testing’ – Weekends

Could you please confirm which fields are actually necessary for an accurate MTTR calculation?

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