I'm looking forward to measuring the time it takes for my team to interact with our case creators.
Right now, we have:
resolution SLAs, counting the time (with exceptions for working hours, weekends, and holidays) between case creation and resolution;
response SLAs, counting the time (with the same exceptions) it takes for the assigned_to field to get fulfilled;
1)Still, none of these actually measure the first-real-user-interaction time. Interaction with users means sending an email from the case or posting an "Additional comments" entry.
2)Once that is set, I'd like to equally measure the time it takes from the same user (the case creator) to answer, typically with an inbound email.
Thanks in advance.
