While it is possible to set response targets by
account, and to generate performance reports against
response these targets, it would be even more helpful
to view reports on performance against targets per user.
Imagine a scenario where firstname.lastname@example.org has a
response target of 3 hours. The account is managed by
several users in a group, receiving new tickets in
Response target reports show an unnaceptably high
number of off target responses. Management need to know
which users are under performing in order to take
It doesn't look like the current system would suport
that level of reporting.