First Response Times

[sgadow]

So I notice when I run a report firstresponsetime is blank

I understand, based on the documentation, that some of the first response fields are based on escalations which we do not use at all. Is it possible to show me the difference between FirstResponse field and Create time field in one of these fields or in another way, like what SolutionInMin does for create and close times? I would like to get the calendar calculated first response (the time the agent first responded to the customer) in minutes. But I cannot seem to see how to accomplish this.

Thank you

[paulfolkers]

Hi,

unfortunately, I don't see a standard functionality here to achieve your goals.
A possible option would be to use some SQL and search for the first article in a ticket that is not "internal" as well as the ticket information with its create_time. With MySQL you can also export query results to CSV and in Excel you are able to use formulas for calculating the time difference then.

That's the closest thing that comes to my mind right now.
It's possible that there are easier options if one is thinking more about it.


Best Regards!