Response Duration Report

[chizw]

I am working on creating a visual report to track our team's performance metrics. Specifically, I would like to include the 'First Response Time'—measured from the moment a ticket is raised until the agent’s first reply—separate from the 'Total Resolution Time.' Could you please advise on how I can extract this data to visualize these durations? Or is this even possible?

[SrinivasM366]

Yes, this is usually possible if your ticketing system records ticket lifecycle events (audit/history logs).

Metrics Definition

1. First Response Time (FRT)

   • Start: Ticket creation timestamp
   • End: Timestamp of the first agent/public reply
   • Formula:

     First Response Time = First Agent Reply Time - Ticket Created Time

2. Total Resolution Time (TRT)

   • Start: Ticket creation timestamp
   • End: Ticket resolved/closed timestamp
   • Formula:

     Total Resolution Time = Ticket Resolved Time - Ticket Created Time

Data You Need

For each ticket, extract:

Field Description

Ticket ID	Unique ticket number
Created Date/Time	When the ticket was raised
First Agent Reply Date/Time	First public response from an agent
Resolved/Closed Date/Time	When the ticket was resolved
Assigned Agent/Team	Optional for team-level reporting

How to Extract First Response Time

If your platform does not provide FRT as a standard report field:

1. Pull the ticket audit/history/activity log.
2. Identify the first agent comment/reply event after ticket creation.
3. Capture its timestamp.
4. Calculate:

   FRT = First Agent Reply Timestamp - Ticket Creation Timestamp

Recommended Visualization

A few effective reporting options:

Option 1: Trend Chart

• X-axis: Week/Month
• Y-axis: Hours or Minutes
• Series:
  • Average First Response Time
  • Average Resolution Time
    
    

    If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

    Best regards
    Srinivas Manda

    
    
    

[Vikram Reddy]

Hello @chizw,

Yes, this is possible, and it's usually a data question, not a scripting one. The key is the task_sla table. Every time an SLA attaches to a ticket, it creates a record here, and it dot-walks to the SLA Definition record which has a Type field set to either Response or Resolution. If your Response and Resolution SLAs are already configured as separate SLA Definitions against incident (or whatever table you're reporting on), you already have the raw data, you just haven't reported on it yet.

Here's how I'd build it:

1. Open SLA Definitions and confirm you actually have two distinct definitions, one typed Response and one typed Resolution, both active against the table in question.
2. If a Response SLA doesn't exist yet, you'll need one added before any historical "time to first reply" data can be captured, there's no native field on the task record itself that stores this.
3. Build your report source off task_sla, filtered by sla.type = Response for one visualization and sla.type = Resolution for the other.
4. Use business_duration if you want business-hours math, or actual_elapsed_time if you want the raw 24x7 clock.

Two separate bar or trend reports off that filtered task_sla data will get you exactly the split you're after. If you're on Performance Analytics, the ITSM content pack ships pre-built Response and Resolution indicators too, worth checking before you build from scratch.

Thank you,
Vikram Karety
Octigo Solutions INC