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Calculating Avg time by Status

Hey All,


Having some issues, I need to be able to calculate the average time by case status... Simple? Hahaha... Heres the issue we are facing. When running a case history report I used a matrix report but the issue is if the case is saved or escalated in a single status, it creates multiple times for that case.


Therefore if a case is opened and re-saved as New you now have two time stamps for that one case for the duration, and if you average that it is way low...


I am wondering if anyone has a formula they use in the report, or if what I am trying to do is even possible?




Did you checked case age in business hours app?