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Ryan Campbell
Joined Jan 12, 2023
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Last activity Jan 12, 2023
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Ryan Campbell commented,
Community comment Feedback - Reporting and analytics (Explore)
Agree 100%.
The large majority of corporate SLAs are prescribed in Business Days. From a governance view, reporting on Business Hours is far more important than Calendar Hours.
Measuring:
- business hours from created to solved
- business hours a ticket is open
- business hours a ticket sits in any status
Particularly, how long is a ticket is in a state of 'pending' customer, or 'escalated' versus the time a ticket is open.
View comment · Edited Jan 12, 2023 · Ryan Campbell
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