Why is my "First reply time" higher than "First resolution time" in my Analytics report?

Question

In my Analytics report, I use the metrics First reply time and First resolution time. The First reply time is higher than the First resolution time. What causes the agent reply time to be higher than the ticket resolution time?

Answer

A common cause for a lower average First resolution time occurs when you create a ticket in the solved ticket status or solve it without an agent reply shortly after creation.

If you have a business rule or process that automatically solves certain tickets, those tickets have a low First resolution time and a null First reply time value. These tickets count towards the First resolution time average, but they don't count towards the First reply time average because there is no agent reply for these tickets.

If you wish to adjust for these types of tickets, this requires a custom metric in Analytics or a report to filter for only tickets that received an agent reply.

For more information, see:

Understand ticket reply time

About standard Support time duration metrics