Hi

We've set a Medium (default) SLA of response time for 4 hours and resolution of 2 days, with the call being manually closed after ten business days, however even when the call is responded to under 4 hours and then resolved under the ten days it still gets flagged as first response violated.

Does anyone have any idea where I'm going wrong with this?

On the call below it was logged at 9:10 and I responded at 12:19 the same day moving the call into waiting, then moving it to resolved at 07:56 but it's still flagged as first response violated. 

Thanks