Overview
The Response delay report shows how much time Agents take to respond to Tickets. It provides two response time measurements: First Response Delay and Average Response Delay.
First Response Delay
First Response Delay shows the average time an Agent takes to send the first response to a Ticket.
Average Response Delay
Average Response Delay shows the average time an Agent takes to send a response to a Ticket.
Report Duration
You can select a predefined duration to generate the report. Available durations include Last 30 days, This week, Last quarter, and other available periods.
You can also select a custom date range to generate the report for specific dates.
Custom Filter
Use the Custom Filter to generate a report for Tickets that match specific conditions.
You can filter Tickets using fields such as:
- Category
- Priority
- Status
- Custom fields
- Default fields
You can add multiple conditions to create a more specific report.
