Consideration of the OnHold-Time for the calculation of the Average Resolution Time?

Hello all,

under Contacts I have the option to view the "Average Resolution Time" of Contacts and Accounts.

I would like to know if the hold time is taken into account?

Example process:

- Ticket A is created 08:00 AM
- Ticket A receives status of type OPEN 08:15 AM
- Ticket A receives status of type ONHOLD 08:30 AM
- Ticket A receives status of type OPEN 08:45 AM
- Ticket A is closed 09:00 AM

In total, it would now be one hour from creation to closing of the ticket. But the ticket was in ONHOLD status for 15 minutes. Does Zoho now also use only 45 minutes for the calculation of the "Average Resolution Time"?

Thanks for all the answers :)
Kind regards

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