Average Handling Time of Requests

Average Handling Time of Requests

Average handling time of requests is a key performance indicator that shows the average time frame from the moment of task creation to task accomplishment. Handling Time can be calculated by the formula: Date Completed – Date Created. This KPI helps to determine how much time it takes on average to handle requests until they are finally filled.

If you need to view handling time of requests, you need to do the following:

• Create custom field "Handling Time":
  • Go to: Tools/Custom fields and press "Ins" button
  • In "Title" field enter "Handling Time"
  • In "Code" field enter "cf_handling_time"
  • In "Type" field select "Duration" and click "Ok" button
  • In "Formula" filed enter:

 $date_completed - $created_date



• If you need to view handling time of requests per particular project, filter your to-do list by task group with project tasks.



• To view handling time of requests per time span set filter on Task List – Filters panel



• Set footer to display the average handling time of requests:
  • right click under column "Handling Time"
  • select "Average"



If you need to view the average handling time of requests on Task Tree, please follow the steps below:

• On Task Tree select root task group and select "Custom fields options"



• To enable the average handling time of requests select custom field "Handling Time"  do the following:
  •  - select Enable
  • - check "Aggregated (for task group)
  • - select "Average" and the custom field name "Handling Time"



• Select task group for which you need to view the handling time, right click and select "Custom fields options"



• Select custom field "Handling Time" and select the option "Enable by parent".





Average handling time of requests per project on Task Tree