Time spent on a ticket

[edioilha]

Hello there!

I have researched about it for quite a bit, and no answer. The nearest I've got is to make agent to write the time spent on a ticket in the time spent field. Is that the way we account the time spent on a ticket?

Is there a way to calculate the first response time external note, to the update time and state closed to account time spent? Can I get these info from history?

What about these params, Can I use it to account time spent?

Code: Select all

Additional params are:

    %Ticket = (
        FirstResponse                   (timestamp of first response, first contact with customer)
        FirstResponseInMin              (minutes till first response)
        FirstResponseDiffInMin          (minutes till or over first response)

        SolutionTime                    (timestamp of solution time, also close time)
        SolutionInMin                   (minutes till solution time)
        SolutionDiffInMin               (minutes till or over solution time)

        FirstLock                       (timestamp of first lock)
    );

Any tip are much appreciated!

Thanks!

Edio Ilha