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Report - First response SLA from the first customer interaction (calcule)

edited Sep 6, 2017 2:57PM in Reporting & Analytics for B2C Service 6 comments

Content

Hello, 
 
I have a use case that I import a CSV with the customers they bought from the store offering proactive help if they need it. These tickets are created with the status "Waiting", in case the customer responds the incident is directed to the specific service queue.
 
I am having difficulty calculating the first response SLA (configured at 1440 min on the Oracle interface) because I want to calculate from the moment the client responds to this email and not from when the incident is created in Oracle.
 
I need to create a report with the first responder SLA numbers for this case, how can I calculate this?
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