How can I report on the time taken from open to close a call?
Under Reports it’s the “time to resolution” report.
This shows me the average time per user.
I would like to see the actual time per request.
Ah, well if you go into a request and look at the last log item it will say X hours and minutes since request created. That’s how long it was.
So am I able to view this time in report?
There is no report that lists individual requests and their time to close, just in aggregate. You could create a filter with the date opened and date closed columns and then export this to excel to do the calculation.