Overdue reply time (avg) OR Overdue resolution time (avg)(previously SLA breach time (avg))
Purpose
Overdue reply time: Track how long it takes for your team to reply after missing the reply time goal.
Overdue resolution time: Track how often your team resolved conversations late.
Example use case: In addition to monitoring the number of overdue time goals, it is useful to know whether your escalation processes are effective once a time goal is missed.
Definition
Average time from when a breach tag was applied to when it was removed.
Overdue time is linked to the rule that removes the overdue tag, rather than the rule that applies the overdue tag. If multiple rules share the same tag, the highest priority rule will be the rule that removes the tag (which may be different than the rule that initially applied the tag).
Any tag referenced by an time goal rule as a overdue tag will be accounted for in the metric calculation, even if the rule has been disabled. To ensure a tag is never counted as a overdue tag, either change the rule configuration or delete the rule instead of disabling it.
