Calculate difference between ticket logged time, assigned first or escalation

[sjg]

Hi, 

Looking to understand the time between a ticket being logged, picked up by a servicedesk personnel, and how long it took before it was "escalated" to a 2nd/3rd line. 
Not looking at first time fix rate but how much time was spent on the ticket before it was escalated/

[Steve Giller]

I've deleted the duplicate post to prevent answers being split.

[sjg]

@Steve Giller - might be better off moving it to the one as this isn't getting any traction