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?
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