I threw this out as a ticket, but wanted to see if anyone has asked similar questions, get more thoughts. Thanks!
I need to know precisely what events start and stop the clock used to calculate the "AVERAGE FIRST RESPONSE TIME (IN HRS)" metric.
For example, the "Group at a glance" report includes the metric "AVERAGE FIRST RESPONSE TIME (IN HRS)."
I need to know, exactly and specifically, which events trigger that timer and end it.
I could assume that the response time is calculated by the difference in the ticket's creation time until the first response is made.
However - I don't know if the system is smart enough to account for business hours.
Our business hours are 830am-530pm EST.
If a ticket is created at 0001, and responded to at 0832, is that a 1 minute response time, because the system is accounting for business hours?
OR - is that an 8 hour and 31 minute response time, because business hours are not accounted for?
Does the first response clock stop when:
a reply is sent?
What about a Forward?
What about a note (private)?
What about a note (public)?