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Larry Barker

Joined Sep 20, 2023

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Last activity Sep 20, 2023

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Larry Barker commented,

CommentMeasuring success

This article says, "An agent creates a ticket. Timing starts when the ticket is created and ends at the agent's next public comment."

Does this mean that if an agent creates a ticket and sends a public reply as part of the ticket creation process, the "first reply time" clock will keep ticking until they send a second email? 

One group in our org does this frequently, so I'm just trying to understand the impact on first reply time (and other downstream metrics) for that group. 

View comment · Posted Sep 20, 2023 · Larry Barker

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