Sebastian Pereira

First Response AVG Time, what time it takes to calculate?

Discussion created by Sebastian Pereira on Jan 29, 2015
Latest reply on May 3, 2016 by Yuval Pecht

In the report Incident Statistics, you can configure the state to "Average Time to First Response", but it's not clear where that is taken from.


The incident times for the first response is like the following: 1h 33m 54s (9h 7m 41s) the one between parenthesis is the time spent without taking into account the office hours.


Which one of them is the one taken to calculate the numbers shown in that report?