report on response time?

Hi All,

i'd like to be able to set response targets, i.e. high priority calls should be responded to within 1 hr, medium within 4 hrs etc. Response times are a much better KPI than fix times don't you think?

Anyway, is there a way I can first set the targets, and then generate a report to see what % of calls have met their fix time? (by week, month etc)

My idea of a response would be either a reply to the requester via the job in SD, or a note being added, (Which i assume would trigger in the history)

is this possible? I imagine it must be as this is one of the key things all service desks monitor, isn't it?

thanks in advance, feel free to ask for more info if this isn't clear enough.