Hello, we’ve been trying to use the AHT stopwatch to find out the real pending time for every ticket.
However, we figured out that the stopwatch only counts the time when the ticket is on an active tab (being opened by an agent).
What we need is to know the total pending time regardless the ticket is on active tab or if we close the tab.
Please help. Thank you
Real Pending time
Userlevel 5
+6
- Community Manager
- 113 replies
-
11 November 2022
Hi
Greetings from the Freshworks community!
Under Average handling time feature, we have an option to pause AHT based on Ticket Status. You can choose ticket statuses during which AHT shouldn’t be calculated. Videograb for your reference - https://share.vidyard.com/watch/itSAgqGrhmK2BUpzWbHAiU?
Alternatively, you can also make use of ticket lifecycle report available from the pro plan to analyze how long a ticket have been in a particular status. Solution article for your reference - https://support.freshdesk.com/en/support/solutions/articles/227095-ticket-lifecycle-report
Hope this helps. Feel free to drop a note here incase of further queries :)
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