is there a possibility to create reports on average response time, preferably even average _initial_ response time?

I see that there is a single number on the home page, but does that respect business hour SLAs? (E.g., nights and weekends don't count in the response time.)

Also, the Zoho web pages mention the capability to report on average resolution time. Where can I find that? I have tried the reports page, but wasn't able to find it (blindness?).

Cheers,

Andre