What does Zendesk suggest if you have a weekly reporting cadence, in the event that on average, tickets take longer than a week to solve out? I'm getting back results that my agents had no FRTs using "tickets solved last week", which isn't right. I don't want to report on a bigger window of time, I really do want to know the FRT performance of agents "last week" still though.
By the same token, if I use "tickets created" metric instead, the problem becomes that if it takes longer than a week for a ticket to get an FRT, then it's never included in reporting. This is super bad because then you have tickets slowly building up to a huge FRT hiding from you that never get included in the reports.
I also know I should not use "tickets update" which includes all tickets that had a LAST update during the time frame specified. This leads to tickets that had an FRT 2 weeks ago that just got a fresh update today, to be re-included in the FRT report this week as well as 2 weeks ago. That's not a good method either.
So how exactly is anyone reporting on this? Any tips or suggestions?
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