Hi, I'm looking for a way to create a report that shows how long tickets are "on hold" and how long it takes to respond to a ticket minus the hold period, for each agent and for the whole team. Any ideas, please? Thanks in advance
Creating a custom report for On Hold tickets
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For the duration a ticket is on-hold, you can use the on-hold time metric. Regarding the response time minus the On-Hold time, you can consider setting up an SLA for Agent Work time.