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 in the set up.
This is found in Tools / Lists and Codes, under ‘On hold codes’. This will ensure the response time clock pauses.
**These settings only affects calls going forward and will not fix previously closed calls for reporting purpose.**