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Hello Giuseppe,
Thank you for your response. I have the same question for the full resolution time. In a business sense, we need this metric to know how long does it take to solve a ticket. However, if we include the duration from solved to reopened, it creates a bias. Since customer can reopen a ticket at any time for instance 15 days later. And including that time into resolution time does not seem to be fair and reflect the true story. I understand from your explanation that there is a way to customize the metric, which looks rather complicated. Thus, wouldn't it be possible to change the way Full Resolution Time is calculated? To exclude the duration from solved to reopened. If you do not think this is appropriate, would you please provide me explanation of what is the business sense behind it? Thank you.
查看评论 · 已于 2022年3月16日 发布 · Zixuan
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