This report helps you to calculate the average time taken by support agents to respond. This report gives you two types of data: First Response Delay and Average Response delay.
First Response Delay
This is the average time taken by the support agent to send the first response.
Average Response Delay
This is the average time taken by the support agent to send a response.
There is an option to choose duration like last 30 days, this week, last quarter, etc. Also, you can generate reports for custom dates where you can select particular days. If you want to generate a report for tickets of a specific category, priority, status, or any based on any other custom fields or default fields then you can use a custom filter. The custom filter allows you to set multiple conditions based on ticket fields.