Our agent statistics are grossly incorrect due to the 'on-hold' status not pausing the clock. I know this is a known issue, but is there any other workaround to getting more accurate stats?

Our agent statistics are grossly incorrect due to the 'on-hold' status not pausing the clock. I know this is a known issue, but is there any other workaround to getting more accurate stats?

Hi,

The main reason my organization purchased ZohoDesk is to get accurate ticketing statistics. Since sometimes customers take a long time to answer, our resolution time is insanely wrong. It marks one agent currently as 120hr response time. That isn't fair for the agent, because we like to use statistics to judge agent efficacy. 

Is there any possible workaround for a different way to make the statistics more accurate? 


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