I've been trying to find a way to know who would be the first assignee to have solved a ticket.
Problem: First contact resolution by default is captured for the agent assigned for a specific ticket, but if the ticket is a reopened one and a second agent replied to it to finally solve it,, the FCR will be for the agent who touched it last, but it's not correct.
Ask: Do you know if there is a way to create an attribute to know who is the agent who solved it first? I have been doing some testing and I was able to find the list of agents for a specific ticket by update but not to narrow it down to show the first solve or at leat the first public comment.
I appreciate the help.
Vous devez vous connecter pour laisser un commentaire.