For the purposes of reporting, I'm attempting to determine if the time taken to resolve tickets in which the submitter never replies to the agent and is eventually auto-closed for non-response, should be included in the average resolution time at both the agent and brand level? What do other companies do??
To Include/Exclude resolution time on tickets with no response?
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It will entirely depend on your company on how you have to measure resolution time. As for us, we also include tickets with no response to our resolution time. Let's hope other users will share their insights on this.