[rt-users] Doing response-time analytics

[Dr Tim Cutts]

On 29 Sep 2011, at 10:26, Richard McMahon wrote:

> It looks to me that Started is updated when the ticket is taken or any
> transaction to the ticket. e.g. queue change
> 
> This time is not the time for first response with a requestor
> 
> Is there a recommended way to record the 'first contact/response' time
> without analyzing the transactions?

I don't think so.  You're basically looking for the first response transaction which isn't from a Requestor.  I think you might have to do that the hard way.

Tim

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