Agent Wait Time (Calendar) is the total combined time a tick...

First Contact Resolution Rate (FCR Rate) is the percentage o...

First Contact Resolution Tickets is the count of customer ti...

First Response Time (FRT) is the average amount of time an a...

Full Resolution Time is the time duration between the ticket...

Requester Wait Time (Calendar) is the total combined time a...

Ticket Reopen Rate (RR) is the percentage of solved tickets...

Ticket Reopens shows how many attempts it takes to solve a c...

Ticket Resolution Rate is the percentage of tickets that wer...

Customer Issues, tickets, or incidents, refers to the captur...

Tickets Solved is the count of previously open and worked ti...