Hi all,
I'm looking for an answer regarding ticket status through email helpdesk.
Our current AHT is below our average but we are wondering why the cause.
Do Open tickets with active viewers increase the AHT?
Also are Pending and On-Hold tickets increasing our AHT as well?
Thanks for your advice!
Hi Serena Bragdon, what specific metric/s are you using in Explore to get the AHT?
Most often that not Full Resolution Time is the metric being used to capture the resolution time from ticket creation until solving of ticket.
But if you can give more context then we might provide you more insights as well.
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