tracedef Posted April 4, 2013 Share Posted April 4, 2013 While the statistics such as "average first response" are definitely a step in the right direction we've found them to not be usable as they don't take our business hours into account. If our business hours are Monday through Friday 9:00 AM to 5:00 PM, our response times might be 15 minutes... but when the response times from non business hours such as nights and weekends are factored in, that 15 minute response average can turn to a 10 hour response average .... which is not only incorrect but not usable as a metric. If we could set the times / hours the metric is computed from, the problem would also be solved. Also, it's easier for us to understand an average response time of say, "42 minutes" as opposed to ".71 hours" ... just a thought ..... Thanks! 0 Quote Link to comment Share on other sites More sharing options...
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