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I am trying to produce a report that details the First Response and Resolution in Business Hours, excluding any Pending time.

Tickets are not assigned, and replies are not sent until approvals are received.

However, I have just been told that, while Resolution in Business Hours takes Pending into consideration, the value for First Response in Business Hours doesn’t.

 

This means an a ticket sitting in Pending for 5 hours before being approved, will report that the Response took 5 hours.

Has anyone encountered this, and, if so, how did they fix it.

Hi.

You may need to check to calendar settings, SLA and business hours definitions.

Business Hours in Analytics is used in comparison with Calendar hours. Business Hours consider, for instance, from 9 AM to 5 PM, while Calendar hours consider 24/7.

Your inquiry goes mixing SLA’s instead. There’s a column named “Elapsed Time Since SLA Breach in Calendar Hours”. You could try playing with it.

There’s also a column named Assigned Date. You might export your data and process it in an spreadsheet and perform some logic or arithmetic between response time and assigned date.

 

Regards,

Fresh confirmed that 1st Response in Business Hours metric, doesn’t take any clock pauses into account.

So even tho the SLA does, that metric doesn’t; which makes reporting on times impossible, coz the SLA says In SLA but the metric says out.

 

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