SLA Clock Time Report

Hi,

I want to run a report that will allow me to calculate the average time it takes to resolve a request. I have assigned SLAs to some of the priorities that we use and often when the status changes the clock stops running. Therefore a call may be open for three days but the clock time may only show 5 hours.

Is there a report I can produce that will show the clock time for a request, i.e. resolved date/time (not closed date/time) minus open date/time, removing any periods when the clock has been stopped. The software must know the period of time the clock has been running, as adjustments are made to the due date/time when a clock has been stopped on a request that has an assigned SLA.

Any help would be gratefully received.

Thanks,

Paul.