Time Based Report / Dashboard

Time Based Report / Dashboard

  1. We measure our support agent's KPI based on their response time and resolution time from the time the ticket is assigned to them
  2. The time based dashboard should provide this information however there is a problem with us referring to this dashboard
    1. We only want to get the response time and resolution time from specific set of tickets based on the channel, specific departments that the agent is part of and another field
      1. Example: 
        1. Julia is part of 8 departments
        2. Her KPI is only based from tickets received from 4 departments, channel is not from intercom, and the "customer issue" field = yes
    2. The problem with the time based dashboard - I am only able to filter by time and agent. 
  3. I tried creating a custom report to meet the filter requirements but now the problem is the response/resolution time is computing it from the created time and not the assignment time

Is there a way to create a custom report where response time, resoluion time is computed from assignment time and not created time