We'd like a report that calculates the Average Total Time for resolved tickets, grouped by agent that does not include tickets that have been on 'hold'.
What I've found is that if a ticket has been on hold, the on hold time is included in the total calculation.
๋๊ธ ๋ฑ๋ก
๋๊ธ์ ์์ฑํ๋ ค๋ฉด ๋ก๊ทธ์ธํ๊ฑฐ๋ ๋ฑ๋กํ์ ์ผ ํฉ๋๋ค.