Average time to first response should include all service requests

Idea created by Jon Hartman on Feb 19, 2018
    New Idea
    • Victor Ferman
    • Mohamad Khalifa
    • Steve Blackburn

    When running a report on average time to first response I've noticed its not very accurate.  It's only pulling the response times on service requests that have been responded to.  If there are service requests that have been sitting for days with zero response that information would be helpful to know.  Right now I have an Agent that has a very low response time only because they have responded quickly to a few tickets.  But they have over 100 outstanding tickets that have zero response and I'm getting complaints on this Agent for lack of response...but your report does not show me that info. 

    What problem will this feature solve?:
    accurate reporting