Cerb records response time information in two fields:
First response: the total time elapsed before the first response from a worker. This focuses on the first response so that it isn’t skewed by later delays that may be attributed to the client.
First resolution: the total time elapsed before the ticket was first changed to the closed status. This isn’t affected by subsequent changes between the open and closed statuses that may occur when you get stuck in a loop of “Thanks!” and “You’re welcome!” – especially because that may occur days after the ticket was actually resolved.
When a worker responds to a specific client message, Cerb also records the response time on the worker’s message. This encourages workers to respond quickly, even if it’s only to say, “Let me check on that and get right back to you”.