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Terms | Definition/Calculation |
|---|---|
| Ticket Age | For active tickets (non-child and non-internal), calculated as (Current Date - Ticket Created Date) or (Current Date - Last Updated Date) |
| Tickets Resolved | Count of all tickets (non-child and non-internal) with a Date Resolved timestamp |
| Average Labor Entries | Average count of time entries per ticket (non-child and non-internal) |
| Average Labor Hours | Average number of hours recorded per ticket (non-child and non-internal) |
| Closed First Contact | Closed tickets (non-child and non-internal) that only have 1 or 0 recorded time entry. Excludes time entries with less than 3 minutes and those with no technician assigned. |
| First Line Response | Closed tickets (non-child and non-internal) that only have 1 recorded time entry. Excludes time entries with less than 3 minutes and those with no technician assigned. |
| Single Technician on Ticket | Closed tickets (non-child and non-internal) with only 1 or no technician that logged time. Excludes time entries with less than 3 minutes |
| Multiple Technician on Ticket | Closed tickets (non-child and non-internal) with 2 or more technicians that logged time. Excludes time entries with less than 3 minutes |
| Reopened Tickets | Tickets (non-child and non-internal) 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 (non-child and non-internal) |
| Avg. Time to Respond | Average Respond time (in Hrs) per ticket (non-child and non-internal). Data is from ConnectWise Manage internal SLA |
| Avg. Time to Resolution Plan | Average Resolution Plan time (in Hrs) per ticket (non-child and non-internal). Data is from ConnectWise Manage internal SLA |
| Avg. Time to Resolve | Average Resolve time (in Hrs) per ticket (non-child and non-internal). Data is from ConnectWise Manage internal SLA |
| Opened/Closed Same Day | Tickets with same date opened and date closed |
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