Question
I am trying to create a Service Level Agreements (SLA) policy with First reply time target for missed calls, but the target does not apply. Does the First reply time target work for missed call tickets?
Answer
No, the SLA will not run because the system is looking for a comment from the ticket requester. Missed call tickets do not have a public comment from the requester, therefore the target will not apply.
For additional information on first reply time, see this article: Understanding ticket reply time.