Response times — Two promises

A policy makes up to two promises: a first reply within so many minutes or hours, and a resolution within so many. Either can be left untracked: a desk may care about resolution and not first touch — and an untracked target draws no badge rather than a green one. One policy per queue, on the table itself rather than a view. A view is a lens, and two people looking through different lenses must not be owed different answers. Held time is added back on, and a held ticket cannot go Late — the desk is legitimately waiting on somebody else.