Clock Time Report

Hi,

I would like to generate a report that would allow me to see the average time it takes to resolve a call. I have SLA's assigned to a number of my priorities and status codes that 'stop the clock' to avoid unnecessary SLA failure.

Using the custom report tool I can produce a report that shows the open and close time but this doesn't reflect the actual time taken to fix, which could be much shorter once the stopped clock time has been removed.

Is there a report I can produce that would show the open date/time and the clock time at resolution i.e the time taken to resolve the call minus any periods where the clock has been stopped. This should allow me to see the actual length of time the call has been worked on and I can manually average over a period.

Any help will be gratefully received.

Thanks,

Paul.