0 Replies Latest reply on May 22, 2017 2:02 PM by bvondeylen

    Need Help Deciphering Report Data (NHDRD)


      I am running a report called Ticket Time per Tech (Avg 1st Response Time)


      What do the numbers really mean?


      Looking at Tech "Bryan". 0:14 for Scheduled means what? Bryan has many Assigned tickets, yet the Avg 1st Response is 0:00? That doesn't make sense.


      Also, why would there be a time on "Closed" tickets for Avg 1st Response?


      All tickets go from Open to Assigned to either Resolved or Closed (some go to Scheduled or Sent In, and some are Canceled). Just trying to make sense of this report, and it isn't making sense to me right now.