First Response After Assigned Time

This is the time between when a ticket is ASSIGNED to ANY AGENT TO when the FIRST public reply is SENT.

#1 This is when the ticket was created: 

#2 This is when the first reply was sent:

#3 The FIRST RESPONSE TIME AFER ASSIGNED for this ticket is the time difference between #1 and #2.

 Another way to understand this metric: The ticket MUST be assigned to someone in order to calculate this metric. 

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