Timing terminology
In the Reports section of the application, you can notice several references to various "time metrics": Response time, Resolution time, Duration,etc. Let's clarify the meaning of these terms.
- Response time
Time between the moment the ticket was created and the moment the ticket has been moved to "In progress".
- Resolution time
Time between the moment the ticket was created and the moment the ticket was closed as resolved.
- Duration
Synonym for (2) in some reports, i.e. ticket lifetime.
- Time spent
Amount of time the technician has spent working on the ticket. It can be entered manually into a ticket or counted by the program automatically every time you're looking at the ticket.
Now you can navigate the reports with a lot more confidence.
Note:
- If you specify work hours, the application will use that when calculating the first three metrics. For example, when calculating "Response time" for a ticket created on a Sunday evening, and the work has started on Monday 10AM, the response time will be "one hour".