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Time to Resolve is not including schedules

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edited Jul 6, 2020 4:41PM in B2B Service 6 comments

Content

We just went live with HRHD and have noticed that the time to resolve metrics do not include the Schedule of the queue. I've attached an example. It shows that the time to resolve is just Resolved Date - Opened Date. Is there anyway to include the schedule in this metric?

Version

20B

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