I would like to propose an enhancement to the Average Handling Time (AHT) Feature
- As we know, AHT can track how much time agents spend starting from the ticket created until the ticket is marked as resolve/closes.
- We want to know the calculation of time spent on time like Pending status. We also want to track how much time a ticket spends when it is pending. Because it's important to us, to see why the ticket spends how long it takes in Pending status.
