Mariana Bellino

Hi team! I'm struggeling to calculate FRT for messaging channels in my Explore reports, If I select Whatsapp channel the metric First Reply time shows me blanks, there's any way to build a calculated field to get this information?
Thanks!!

Hi team! Maybe you can help me with this, I'm using first reply time to understand how my team is working. But now we are using Whatsapp channel and in ZD Explore the field first time reply is empty for this channel, do you have any ideas about how can I controle the time to response for Whatsapp Channel if this metric doesn't work?
I tried to create a calculated field that gets public comment from end user timestamp and public comment from agent to make the datediff between both timestamps but ZD Explore fails :(
Thanks in advance!