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4 comments

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    Emma Jellicoe

    Hi, if I mark a voice ticket as solved once I finish a call, with no written comment to the customer, is the call being answered treated as the first response for reporting purposes?

    Thanks!

  • Avatar
    Christopher McLoughlin

    Hi Emma,

    Whether or not the ticket is solved right away or left open, the first reply time will show the number of minutes the call took. This is because the First Reply Time is determined by the first public response by the agent after the ticket was created. In the case of voice tickets, the ticket is created when the call comes . The first public reply by the agent will be the call details that are added to the ticket once the call is complete. So the first reply time is satisfied when the call ends and the details are added. So for reporting purposes the first reply time will be the amount of time the call took. I hope that helps! Let us know if you have any further questions.

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    Emma Jellicoe

    Thanks Christopher! How about voicemail tickets? If I mark a voicemail ticket as solved with no response, does this count against my first reply time? I assume a phone call back on the ticket is counted as a response...

    Thank you!

  • Avatar
    Christopher McLoughlin

    Hello Emma,

    No problem at all! Voicemail tickets do not have a first reply time if solved out. You are correct, should you call the customer back or make a public comment, that would satisfy the requirements for first reply time. But solving a voicemail straight away would result in a "null" value for reporting purposes.

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