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Question

First Response in Business Hours

  • 22 April 2024
  • 2 replies
  • 12 views
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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.

2 replies

eeha0120
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Userlevel 6
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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,

Elvis Henriquez
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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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