There’s no where Average value of report time is helpful… You should provide a report where we can check the first response time or next response time being at 50 percentile, 70 percentile, 90 percentile…
A suggestion - Make reports available to us that can get us data of 90 percentile of first response time and turn around time?
Best answer by hemanth.ramya
At the moment, we do not show first/next response time metrics as percentage under Analytics reports. Can you please elaborate more on your business requirements with using this feature? It would be great if you can detail your usecase with relevant screenshots as well. :)
Freshdesk Community Team