HI,
I am trying to check our proposed response times for requests hitting the system via various channels and don't see a “1st response/reply” date time stamp anywhere on the reporting list. I can see one for the Create, Last Update and Resolve/Close but not something were we have that initial reply back to the customer.
Is it an available report field or only a trigger state within the SLA policy?
Its the basic “We have your request and working on it” type of field for L1 so would assume its tracked somewhere.
Cheers
Phil
The "First response/reply" timestamp you’re referring to is typically not a standard report field available out-of-the-box in many systems. Instead, it’s usually tracked as part of SLA policies or through specific triggers that monitor when the first agent response is sent.
If your reporting list includes Create, Last Update, and Resolve/Close timestamps but not the initial reply time, it’s likely that this metric is handled internally via SLA triggers rather than stored as a distinct reportable field.
To track this in reports, you might need to:
- Enable or configure SLAs that measure first reply times.
- Use custom fields or automation to log the timestamp when the first response is sent.
- Explore whether your reporting tool supports SLA breach or first reply metrics as part of its built-in reports.
If you have access to SLA reporting, you should be able to find “First Response Time” metrics there. Otherwise, setting up a custom tracking field or automation might be necessary to capture this data explicitly in reports.Hope this helps clarify!