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First assignment to resolution time in Business hour

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Jinseon Park

Data ultimo post: 13 ago 2021

We are using "First assignment to resolution time" to evaluate our agents' performance.

However, it is only for calendar hour, so some data value is being counted too much high because of tickets which had been replied next day.

So I would like to see "First assignment to resolution time - Business hour". (I have got feedback from Zendesk Customer Advocate that it is different from First resolution time or Full resolution time)

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    Alexandre DRAGUT

    +1

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    Ari Z.

    wanted to see if this had an ETA

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