I'm seeking a good metric for tracking First Reply Time (FRT) that factors for our business hours.
I know that SLAs factor for business hours and its how they are normally used, however, SLAs add some layers of complexity that we don't need at this stage.
All we want to know is if a ticket was moved from Open or New to Pending/On-Hold/Solved within the target number of business hours. (I am aware of the perverse incentives such an approach can lead to but its not a large concern right now.)
Am I missing something or can anyone suggest any creative solutions?
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