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Full Resolution
已于 2022年6月23日 发布
Hello!
Recently we have found that our Full Resolution Time has included the time from the ticket Submission to when the ticket has been marked as solved. We utilize the Pending Feature- but that is still being taken into consideration for the Full Resolution Time and has caused a dramatic negative shift in our reports? Is anyone else experiencing this?
Any suggestions on the best way to capture: Time the ticket is assigned to the time the ticket has been solved - but excluding the "Pending" time?
Thank you!
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Dave Dyson
The time tickets spend in Pending status is captured by the Agent Wait Time metric, so you could created a custom Standard Calculated Metric by subtracting Agent Wait Time from Full Resolution Time in order to get the full resolution time minus the time spent in Pending status. For more information, see About native Support time duration metrics and Creating standard calculated metrics and attributes
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