Background: We use the time spent app in Zendesk. I am trying to get the average time spent per comment but NOT including the first comment because the first comment should be reflected in the time spent on the phone or chat (These duration's are pulled from other reports and are free of user error). I would be inflating the time spent per if those first comments were included in my report.
Is there a custom metric where I can see total comment, public comments, private comments as long as they are not the first comment made by an agent?
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