medium10 pts · first answer countskpisservice-metrics

Checking a 90% response SLA

The support SLA says 90% of tickets get a first reply within 4 hours. Which number shows the SLA was met?

A.The 90th percentile first reply time is 3.5 hoursB.The average first reply time is 3 hoursC.The median first reply time is 2 hoursD.The fastest 10% of tickets were answered in 4 hours

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Checking a 90% response SLA

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