I've found myself getting a little confused about the best way to view First Response Time as a metric.
Zendesk's default dashboard uses the Ticket created - date attribute to represent the metric. But if you're looking at yesterday's data, you'd only see the number as calculated for tickets created that day in which a response was sent. Therefore, the number for that specific date could change drastically when you look at it again the following day (as more of the previous days tickets get their first responses logged by agents).
Does it make more sense to look at First Response Time by the date that a ticket was solved? Doing so alters the way the data looks a lot on a graph, and I want to be sure this is giving us actionable information we can use. The below example shows both approaches. The columns have a custom attribute that marks previous 7-day increments from yesterday's weekday.
