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with west resolution is the primary focus of any help desk we usually monitor resolution times using trend reports that had to show the average resolution type but we all know individual request resolution times can vary greatly from the average request resolution HD reports give you a more comprehensive look at request resolution times it does this by placing requests into different resolution buckets which gives you a better sense of how long it takes to resolve different types of requests though my average resolution time is around 15 hours I can see that my resolution buckets range from 2 hours to 30 hours this report also shows you the number of requests in each of these pockets this report was built using analytics plus the business intelligence and analytics solution from man attention if you have managed engine service - plus user click the advanced analytics option in the admin panel and follow the on-screen instructions to enable this report along with 300 other pre-built re