Get a true or actual First response / resolution time

[stuart.huggins]

Hey everyone,

I am looking to set up a couple of reports to measure my CSM's "true" response and resolution times.

Currently the clock stops on certain ticket status...Waiting for Customer etc.

I know I can set up new SLA's and remove this setting moving forwards, but is there a way to get a "True" response and resolution time retrospectively? For example, I want to look at true resolution times over the last 3 months (excluding weekends)?

Thanks All!