Is there a basic webinar that goes over how to use Insights to track response times?
The main questions we have are:
- can we set this to track response times only during business hours?
- can we only track response time for certain users?
- is there a way to track the time it takes to submit a ticket as solved or pending, or does it have to be submitted as solved to count as a response?
- can we track time it takes from when it is submitted as pending to when it is submitted as solved?
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