Time in ticket status

Term name

Time in [ticket status]

Purpose

Track how long conversations stay in a specific ticket status.

Definition

Total time that a conversation segment spent in a selected ticket status. Only the time before the last resolution is counted. Takes business hours and shifts into consideration.

The average is calculated by taking the sum of the time spent in the ticket status for all resolved conversations, divided by the total number of resolved conversations.

Example for Resolved status: if a conversation starts at 8:00AM, is resolved at 9:00AM, then reopened at 11:00AM and finally resolved at 11:30AM, "Time in resolved" will be 2 hours (from 9:00AM to 11:00AM).

Location & attribution

Resolution report

• Key metrics chart

• Resolution over time graph

FAQ

• Measures only the time spent in inboxes with ticketing enabled.

• The metric’s Purpose, Definition, and Location apply to all default and custom ticket statuses configured in company preferences.