The Response Time Report captures: average first response time by agent and team, percentage of tickets meeting FRT SLA, average resolution time, and percentage of tickets resolved within SLA. Data can be filtered by date, department, ticket type, or priority.
The report surfaces which ticket categories, departments, or shifts have the slowest response times. If Tuesday afternoons consistently show higher response times, the team may need additional coverage during that window.
Response Time Report data informs SLA negotiations with customers or management. If the team consistently meets a 2-hour FRT, it may be time to formalise that commitment. If a category consistently breaches, the SLA target may need adjustment or process improvement.
The Response Time Report tracks average first response and resolution times alongside SLA compliance rates across agents and departments. It identifies where teams are meeting commitments and where bottlenecks are slowing responses.
The report surfaces specific channels, departments, or time windows with poor response times, allowing managers to target interventions precisely rather than making broad changes. Data from the report can also support SLA target adjustments based on actual performance.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.