I'm trying get a report to see first reply time by the agent that performed the first reply. Our ticket flow is to have a team triage the tickets and assign to another agent, so we'd be able to see per first responder the average. Often the triage team member will be different than the Assignee.
Using Ticket Updates in Insights, I was able to get the first reply time in minutes (timestamp) with the following metric
SELECT MIN (SELECT (SELECT (SELECT Ticket updated (minutes) BY Ticket Updates) by Ticket Comments WHERE Public Comment = true AND Updater Role IN (Agent,Admin)) BY Ticket Id)
When I try to use Updater in a table report, I can see each ticket will have a different first reply timestamp depending on how many agents have responded to the ticket. How can I limit this to only the first agent that gave the first response?
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