Average Resolution Time needs to be a decimal

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Tim Campbell

• May 05, 2022 12:44

Currently, average resolution time is only an integer (in hours). This needs to be a decimal to be able to have an ART that is less than 1 hour. Best in Class ART is 0.50 hours. So the best you can do is reward a tech for an ART that, to be honest, is completely unacceptable from a Service Desk standpoint. 

Thanks!

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• Official comment

  

  Thiago Basso

  • July 01, 2022 13:18

  Hi Tim! Thanks for your suggestion.

  Your idea will be forwarded to our technical team and they will analyze it. 

  We don't have a deadline, but you will be notified of any updates.

  Thank you! 

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