Currently, we have a first reply time metric that tracks ticket creation -> first reply being sent. But since it starts at ticket creation, the metric only applies to a channel/queue level.

A metric that is tracked from ticket assignment -> reply being sent would be useful to track individual agent performance/team wide stats.

This would also help filter out certain uncontrollable aspects of the current metric (like time where ticket is processed by AI and can't be assigned to an agent)