Hi HelpMasters,
We are currently in the process of creating new reports for the next release of HelpMaster. The new reports will display details about reponse times / sla's / time periods etc.
In order to create the most useful reports, we are seeking some feedback on the topic of response times.
How do you define response time?
- Is it the date / time when you acknowledge the job (using the dedicated "Acknowledge job" action button?
- Is it the first staff action after the initial log job action?
- Is it when a job enters a particular job status?
- When a job gets re-assigned - a popular one when all jobs are initially logged and assigned to a skillgroup, or other "pool" of jobs.
- ...or something else?
Looking forward to your response and ideas for some great "Response time" reports.
Rod