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Avg Response Time
Avg Actual Hours per Ticket
RHEM — Total Hours / Endpoints
Endpoints per month — blank months inherit the most recent prior value
CSAT — Customer Thermometer
Gold Stars by Engineer
Tickets Closed by Owner — Monthly
Avg Untouched Time by Engineer — Last 90 Days
Waiting on Client — Tickets per Engineer
Reactive Service % — HD Hours ÷ Total Service Hours
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