(Originally posted on 8, October 2015)
We have "Business Hours" set and SLM's in place. When I run reports for "Incident Statistics", I'm noticing that for "average time" - the report is based on elapsed time.
In my opinion, it would make more sense for SLM reports to be based on Business hours - to get a more accurate average time to first response. Maybe even the option to toggle between pulling reports based on business hours or elapsed time.
This would provide a more accurate report with business hours in place.
|What problem will this feature solve?:|