In the Reports section of the application, you may encounter various "time metrics" such as Response time, Resolution time, and Duration. To help you better understand these terms, we have provided the following clarifications:
- Response Time: This metric refers to the period between when a ticket is created and when it is moved to "In Progress."
- Resolution Time: This indicates the time taken from the ticket's creation to the moment it is closed as resolved.
- Duration: This term serves as a synonym for Resolution Time in certain reports, reflecting the overall lifetime of the ticket.
- Time Spent: This represents the total amount of time that a technician has dedicated to working on the ticket. It can be recorded manually within the ticket or automatically tracked by the application whenever you access the ticket.
With this understanding of the time metrics, you can navigate the reports with enhanced confidence.
Note:
- If you specify work hours, the application will incorporate these into the calculations for the first three metrics. For example, if a ticket is created on a Sunday evening and work begins on Monday at 10 AM, the Response Time will be calculated as "one hour."
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