Tickets List View KPIs

The table for a list and brief description of each out-of-the-box Key Performance Indicator (KPI).

Note: Some date based KPIs can show one day less than expected due to how time in a date or time field is calculated.
Table 1.
KPI Description
Average Days Last Touches Sum of days since a ticket was last updated for all open tickets in the list, divided by the number of open tickets in the list.

Days are defined as a 24-hour period, not calendar days.

Based on Modify Date.
Average Days Open The total number of days from open to today for all open tickets in the list, divided by the number of open tickets in the list.

Based on the Create Date.
Average Days To Close The total number of days from open to closed for all closed tickets in the list, divided by the number of closed tickets in the list.

Based on the Create Date and Completed Date.
Days Last Touched Range The lowest number of days and the highest number of days since a ticket was last updated for all open tickets in the list.

Days are defined as a 24-hour period, not calendar days.

Based on Modify Date.
Days Open Range The lowest and highest number of days from when a ticket was created to today of all open tickets in the list.

Based on the Create Date.
Days To Close Range The lowest and highest number of days from when a ticket was created to when it was closed of closed tickets in the list.

Based on the Create Date and Completed Date.
Open vs Closed This Month Number of tickets opened this month and the number of tickets with a Completed Date month.

Based on the current calendar month, Create Date, and Completed Date.
Open vs Closed This Quarter Number of tickets opened this quarter and the number of tickets with a Completed Date this quarter.

Based on the current quarter as defined by your company, Create Date, and Completed Date.
Open vs Closed This Week Number of tickets opened this week and the number of tickets with a Completed Date this week.

Based on a week of Sunday to Saturday, Create Date, and Completed Date.
Resolved First Call Number of tickets that were resolved on the first call.

Based on Resolved First Call.