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Terms | Definition/Calculation |
|---|---|
| Ticket Age | For active tickets, calculation is Current Date - Date Opened |
| Tickets Resolved | Count of all tickets with a Date Resolved or Date Completed (if date resolved is not available) |
| Average Labor Entries | Average count of time entries per ticket |
| Average Labor Hours | Average number of hours recorded per ticket |
| Closed First Contact | Closed tickets that only have 1 or 0 recorded time entry. Excludes time entries with less than 3 minutes |
| First Line Response | Closed tickets that only have 1 recorded time entry. Excludes time entries with less than 3 minutes |
| Single Technician on Ticket | Closed tickets with only 1 technician that logged time. Excludes time entries with less than 3 minutes |
| Multiple Technician on Ticket | Closed tickets with 2 or more technicians that logged time. Excludes time entries with less than 3 minutes |
| Reopened Tickets | Tickets that were reopened, meaning it was tagged as closed at one point but was changed to open/in-progress again. |
| Avg. Time to First Time Entry | Average number of hours it takes before the first time entry is recorded per ticket. |
| Avg. Time to Respond | Average Respond time (in Hrs) per ticket (data from ConnectWise Manage internal SLA) |
| Avg. Time to Resolution Plan | Average Resolution Plan time (in Hrs) per ticket (data from ConnectWise Manage internal SLA) |
| Avg. Time to Resolve | Average Resolve time (in Hrs) per ticket (data from ConnectWise Manage internal SLA) |
| Opened/Closed Same Day | Tickets with same date opened and date closed |
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