When you incomplete a call you use an incomplete code, this incomplete code is linked to an onhold code.
The Onhold code must have the box checked for ‘calculate response time using release date and time’ as below set up, if you want to to stop the response time clock
This is found in eAutomate under Tools / Lists and Codes / On hold codes.
This pauses the response time clock.
**These settings only affects calls going forward and will not fix previously closed calls for reporting purpose.**