Cognition360

I want to understand how the data is calculate, does it include only open tickets ? open and closed within a certain timeframe? How does it deal with Merged or bundled tickets?Is it possible to get to 100% config attached or what is the target for this?

I’m looking if there is a way to get reporting on all tickets that were submitted outside the hours of 9a-6p EST Mon-Fri.  From there I want to see how fast our engineers were able to close those tickets.

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