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1st Response & Time in "Pending Customer" or "Waiting"

edited Oct 19, 2016 3:51PM in Reporting & Analytics for B2C Service 1 comment

Content

Good morning everyone!

I have made some serious headway on my reporting skills however I've run into a wall with this one. I have two questions today.

1. I need to find out my incident performance for (1st Response after a ticket was created).... sounds simple however here is my problem. When a ticket is created, our system sends out a reply to the client instantly creating a 1st Response time of 0. I need to find the expression for 1st Response by an Agent. Anyone have a good expression to use for this?

2. Still along the lines of Incident Performance. I need to find an expression to use for time spent in Pending Customer or Waiting. I figured out how to remove waiting however now I need a column that shows me only time spent in "Waiting" or "Pending Customer"... we basically want to know how long a ticket has been waiting on a client to respond.

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