How can I create a report that deducts the time we are awaiting feedback from customer?
I would like to build some reports that show true SLA based on our agreements. What we are unable to pinpoint is how to remove the time spent in Pending where we are awaiting customer feedback. We do not consider this part of our SLA and need a way to capture the time between last agent comment to next comment by requestor, then SUM that time as a variable and subtract from total time to get a true SLA for our Resolution time or Mean Time to Resolution.
The reason we need this is that customers can take a long time to respond on some occasions and even abandon tickets at times. We need a way to remove these time frames.
Is this possible?
-
Hey Boris,
If you are using SLAs there is a reply time metric called "pausable update", which you can track. This metric excludes the time a ticket spent in the pending status. If you use this metric in an SLA policy you can then track how well this SLA policy does in an Insights report.
Alternatively if you are using Insights, you can create a custom metric, with which you can look at the time a ticket spent in a particular status. So by doing it this way you could sum the times of each status which you do want to see.
There is an excellent article about reporting on the duration of a text field (Ticket Status) with Insights here.
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.
1 Kommentare