I would like to know the best practices by everyone else using the Zendesk explore for their analytics and performance measures. We have created a custom Dashboard, with agent and team's performance. I would like to know what does everyone else do for First resolution and full resolution time, should it be set up on created or solved tickets? If I am reviewing the last week's performance - is it better to look into the created tickets of last week or all the solved tickets last week?
The problem we are seeing is, the solved tickets time related metrics are inflated as some of the tickets have been carrying on the conversation from past 2-3 months.
Would love the insights from others!!
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