i have the difficulties to measure time handling based on ticket status.
the instance case: there is new ticket then taken by the agent, that ticket is changed by the agent become open then escalating to partner as on hold and in the end is solved.
would anyone help me to calculate handling time:
1. new - to open
2. open - to on hold
3. on hold - to on hold (conditional case)
3. on hold - to solved.
i have tried using metric new, open, and on hold status time but i am doubt becuase that metric only measure 1 reply per 1 diffrenent status.
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