Rihab Bannour

Hello, Experts!

I was wondering if you could assist me in creating a new customized metric. This metric should calculate the First Response Time (FRT) based on the moment a ticket is assigned to an agent rather than when it was initially created. We would like to extract the FRT for each agent based on when tickets were assigned to them upon to the moment they sent the first reply to the customer.Is this feasible to implement?

Thank you.

I fully agree with Iddo's suggestion. As customer support, it is crucial for us to provide detailed guidance to our customers, including sharing screenshots to help them troubleshoot effectively. This feature is essential and should be prioritized for implementation.