I am trying to set up goals and goal metrics for my technical support team. Ultimately, I want to be able to point my boss to the "Goals" for a snapshot of where we're at whenever he wants to know. One metric I'm having a tough time building is average time to close the case. Does anyone know how I would go about asking goals or goal metrics to measure the time between Case: Date created and Case: Last modified? For resolved cases, that would give me time the case was open. I then need to average all cases. Any ideas?

Thank you for your help!