First response

[Jelena]

Hey guys I'm having troubles creating report for first response time, from the moment an agent has assigned himself to a ticket to the moment the ticket is set to waiting for customer or resolved.

Can you please tell me how I can find this step by step.

Thank you in advance!

[Jelena]

Also, I need this to be related to a specific issue type. For example we have a bug report queue and I need need average time for response in this queue, per agent.