Feature - Metrics Add Average Response Time

[bhaskell7901]

Create a query to calculate average response time to customers. Average response time is calculated as such: response = the first outbound comment from an agent following the oldest inbound comment from a customer after any agent responses

• example: [customer adds comment + customer adds comment + agent adds comment] = 1 response
• example: agent adds comment + [customer adds comment + agent adds comment] = 1 response
• example: (customer add comment + agent add comment) + (customer add comment + agent add comment) = 2 responses time = the total time that occurred within a response average response time = time / total responses within a given time period