Reporting on average reply time if ticket is not solved on first touch

1 Comments

  • Tejas Patil

    Hi Ryen,


    I believe if you use the below metric it should help you:


    IF (VALUE(Agent replies) >=2 AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")) THEN
    VALUE(Requester wait time (min))
    ENDIF

     

    Regards,

    Tejas Patil

    0

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