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Katleen Crawley's Avatar

Katleen Crawley

Joined Dec 07, 2023

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Last activity Mar 01, 2024

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Latest activity by Katleen Crawley

Katleen Crawley commented,

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Hey Alex,

Just want to make sure I understand more about the idle tickets.

If an agent sent a first reply on a message that an end user was already idle on, and the end user then never responds this would have no handle time associated to it because the user was not there to receive/respond to the first reply? Or does the 10 minute idle count down restart because the agent sent a message so it would show a minimum of 10 minute handle time so long as the other pause conditions are not met.

Thanks!

View comment · Posted Dec 07, 2023 · Katleen Crawley

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