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Ticket Handle Time Metric for Support - Tickets
Posted May 17, 2024
Hey all!
I'm chasing the introduction of a handle time metric to be added into the Support - Tickets dataset. This would be able to help us with analysing how much time agents are actually spending engaging with a ticket. I have used the Handle Time duration metric built into the Messaging dataset and would love something similar built in for other channels.
Resolution time metrics don't exactly cover this as that is capturing the total time a ticket is spending in an active (open, pending, hold) status before moving to solved.
Thanks team!
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1 comment
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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