hello - i'm confused about some data differences that i'm seeing and was hoping somebody could help here.
Here's the ticket data:
Agent First Reply: 12:42
Ticket Closed: 12:43
So i would think that Full resolution time is 43 minutes, and total time spent is ~1min.
but when i run a report for that ticket, i get different data for total time spent. Can someone help me explain why?
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