I just spoke with Daniel Borrego and asked for assistance in setting up a SLA for First Call Resolution, but it appears that you do not have this metric.
This metric is extremely important, and most organisations will track it. They wanted to know how many tickets were resolved in a given number of hours.
However, your agent stated that it is not possible.
If you could assist us in setting up that metric, that would be fantastic as it is a critical metric for the majority of the organisation.
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