[otrs] Customer Responsiveness

Greetings OTRS! Here's my problem, some customers have a knack for not responding to an open ticket which can skew our metrics on how well we keep to our SLA's. So some tickets where agents were prompt on contacting customers and trying to resolve their issue show up as escalated tickets once the resolution time was reached. I want to be able to view a report where situations like this are excluded so we do not confuse customer unresponsiveness for an agent's lack of SLA fulfillment. I am not sure if this is something I can fix within SLA's, queues, the generic agent, or some other back-end feature or if this is something I can weed out in the reporting feature. I hope this is enough information for you. Thanks, Brandon