So I notice when I run a report firstresponsetime is blank
I understand, based on the documentation, that some of the first response fields are based on escalations which we do not use at all. Is it possible to show me the difference between FirstResponse field and Create time field in one of these fields or in another way, like what SolutionInMin does for create and close times? I would like to get the calendar calculated first response (the time the agent first responded to the customer) in minutes. But I cannot seem to see how to accomplish this.
Thank you
I understand, based on the documentation, that some of the first response fields are based on escalations which we do not use at all. Is it possible to show me the difference between FirstResponse field and Create time field in one of these fields or in another way, like what SolutionInMin does for create and close times? I would like to get the calendar calculated first response (the time the agent first responded to the customer) in minutes. But I cannot seem to see how to accomplish this.
Thank you
Statistics: Posted by sgadow — 14 Nov 2024, 23:32 — Replies 1 — Views 82