For teams such as second-line support, where tickets are often escalated to other departments, metrics such as Ticket Time to Resolve may not accurately reflect the team’s performance. A significant portion of a ticket’s lifecycle can be spent waiting for another team to investigate or provide a resolution.
Because of this, metrics such as Time in Submitted and Time in Progress can be more useful for measuring how efficiently a team handles the work within their own scope. However, these metrics currently include time outside of working hours, making it difficult to use them for accurate performance reporting and goal setting.
Having the option to exclude work hours for these types of metrics could be particularly useful for second-line support teams and other teams where tickets are frequently handed over or escalated internally. It would enable more accurate reporting, benchmarking, and performance targets based on the time a team is actually expected to be working on a ticket.