How to show average response time and average open ticket time
We are looking at using the ticket system, replacing our current CRM, but I want to know if there are some suggestions on ways to get some standard ticket system reporting options.
- Average speed of answer (ASA) for ticket/post for team and agent - used for SLA agreements
- Average ticket/post open time in a time period - average open time, used for SLA agreements
- Max delay response time for post/ticket in a time period - want to see how long someone waited for a response
- % of request by type: questions, ideas, problems, thanks, ticket - where is the work coming from
There are a lot more but these would be a good start.