Understanding Agent at a glance report

  • 19 August 2021
  • 0 replies

Hello all,

Can someone please help me understand these numbers on an agent report:

  1. Average response time: 37 min
  2. Average first response time: 48 min
  3. 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!

0 replies

Join the Community or User Group to Participate in this Discussion