I have an SLA for first reply time associated with the business hours of my account. What does Explore report if the ticket was created and an agent replied before my business hours began?
In Explore, there are two first reply time metrics:
- First reply time: With this metric, the results are calculated in calendar hours. The metric shows the time between when the ticket was created until an agent added a public reply.
- First reply time - Business hours: With this metric the results are calculated in business hours. Because the time the ticket was created and the time the agent left a public reply happened before your business hours, the query will return 0.
For more information, see the articles below: