We have customers using a Custom/Regal integration who need flexibility in how First Response Time (FRT) is calculated. Currently, the integration calculates FRT as the time between when a task is assigned to an agent (reservation created) and when the agent accepts it (reservation accepted). However, some customers require FRT to be measured from when the task first enters the queue (task created) to when the agent accepts it.

Current Behavior:

FRT = (task.reservation.accepted) - (task.reservation.created)

This measures only agent response time after assignment

Requested Behavior:

Add configuration option for: FRT = (task.reservation.accepted) - (task.created)

This would measure total customer wait time including queue time

Business Value:

Allows customers to align reporting with their call center KPIs

Provides more accurate measurement of end-to-end customer experience

Enables consistency with how FRT is calculated across different platforms