(Originally posted on 3, May 2016)
I'd like to request that Average Time to First Response report use business hours and not elapsed time (or have an option to choose which one you want to report on). Below is a copy of the metrics I run every week.
Elapsed time is essentially useless for me for metric reporting. I need to show that my team is responding within our internally promised SLA and I can't do that without creating a table view and adding a column for Time to First Response... way too much work. Especially when I have the reports configured to email to me weekly and I use them from my email.
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