Hello all,
Can someone please help me understand these numbers on an agent report:
- Average response time: 37 min
- Average first response time: 48 min
- Average resolution time: 37 min
How “first response time” can be higher than “response” and “resolution” times?
How “response” and “resolution” times can be the same? I think “resolution” should be higher.
In addition, which ticket statuses are included on Backlog tickets? I got 4 tickets on the report but on a daily basis I can see 15-20 unresolved tickets for this agent on my dashboard widget.
Many thanks in advance!