average minutes?

[s0rtd]

hey guys, i have a query which calculates the total number of calls per priority ie:

priority  total_calls
    1               2
    2               16
    3               133
    4               123

and i have a query which has calculate the total resolution time for every call.
each call has a priority.

what i would like to do is calculate the total resolution time (add up all resolution times per priority)

then with that i can calculate the average resolution time (total resolution time per priority divided by total calls per priority.

cheers for your help

 

[mark curtis]

s0rtd,

One point to note is that for example you may have 10 calls for a P1 and 9 of these calls were resolved under 10 mins BUT you the other call took 4 hours. Therefore your average will be distorted by this outlier. Maybe using the median would be better and then create an exceptions report to show the outliers?

For Median

http://support.microsoft.com/defaul...kb;en-us;Q95918

http://support.microsoft.com/defaul...b;en-us;Q103271